The Technical Customer Support Team Lead is a "player-coach" role designed for a high-performing technician who can balance daily ticket resolution with regional leadership. In this position, you will lead by example—personally handling complex cases while supervising a hybrid team of 6–10 direct reports in Australia and coordinating with BPO partners in Malaysia. As the primary leadership contact during AU business hours, you will ensure high-visibility SLAs are met through both direct technical contribution and strategic team oversight.
Key Responsibilities
* Maintain a personal caseload, working directly on Tier 2/3 tickets and providing high-level technical guidance on networking and hardware issues.
* Manage and mentor a team of 6–10 Technical Support Coordinators in Australia, offering performance coaching while leading the daily workflow.
* Serve as the "Manager on Duty" for the AU time zone, aligning workflows for Malaysian BPO staff to ensure seamless service delivery.
* Act as the main point of contact for complex service incidents, proactively managing P1 and P2 tickets and escalating to upper management when global SLAs are at risk.
* Confidently lead meetings and Quarterly Business Reviews (QBRs) for high-priority accounts, serving as a primary contact for Headquarter-level client representatives and executive stakeholders.
* Conduct post-incident reviews and recommend improvements to Standard Operating Procedures (SOPs) to eliminate inefficiencies.
* Collaborate with Field Ops and Market Dispatchers to ensure resource availability and vendor coordination.
* Oversee the generation of tailored client-facing reports and ensure all incident documentation is handled with high attention to detail.
Requirements and Qualifications
* Experience: 3+ years in a technical support leadership or senior coordinator role, with experience managing remote or BPO teams preferred.
* Outstanding diagnostic and analytical skills, preferred knowledge of LAN/WAN networks, TCP/IP protocols, and remote access software.
* Exceptional interpersonal skills and the professional presence required to communicate effectively with high-level customers and client HQ leadership.
* Proven ability to navigate "grey areas" and solve complex roadblocks using strategic problem-solving skills.
* Strong record-keeping skills and the ability to manage multiple high-priority tasks and tickets independently.
* A strong work ethic and the flexibility to adapt as the client base and regional footprint grow.
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