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Robert Half Logo Robert Half · IT - Administration

Technical Support Team Lead

United States, Auburn · Job Posted March 01, 2026
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Job Description

The Technical Support Team Lead provides day‑to‑day operational oversight and acts as an extension of the Technical Support Manager. This role helps coordinate NOC/Technical Support activities, ensures SLA adherence, manages escalations, and drives consistency across support and remote monitoring operations related to customer wireless/DAS environments. The Team Lead serves as a key decision point during daily operations, guiding team members, monitoring ticket flow, and ensuring timely communication and issue resolution.

Job Responsibility

  • Support daily management of support operations, including ticket queues, monitoring tasks, and incident response
  • Provide operational leadership to ensure work is prioritized in line with SLAs and business needs
  • Serve as a primary escalation point for high‑priority or high‑impact customer issues
  • Monitor SLA compliance, response times, and overall support quality
  • Coordinate workload distribution and coverage during business hours and critical events
  • Provide direction, guidance, and mentoring to support team members
  • Track and manage critical customer issues through resolution, including communication and follow‑up
  • Collaborate with internal teams (Development, DevOps, QA) to drive timely issue resolution
  • Assist with refining and documenting support processes, workflows, and operational standards
  • Contribute to reporting on support effectiveness, incident trends, SLA risks, and recurring issues
  • Participate in post‑incident reviews and help identify corrective and preventative actions
  • Ensure customer communications are clear, timely, and consistent
  • Handle customer data, including PII, with appropriate security practices
  • Work additional hours as needed to support SLA‑driven or time‑sensitive events

Requirements

  • Degree in Computer Science, IT, Engineering, or equivalent experience
  • 5+ years in technical support, NOC operations, or software support
  • Experience in a lead, senior, or acting supervisory capacity within a support organization
  • Strong understanding of support operations, escalation management, SLAs, and customer‑impact prioritization
  • Working knowledge of networking concepts, Linux systems, and software support workflows
  • Proven ability to make operational decisions without direct managerial authority
  • Strong organizational skills and ability to manage competing priorities
  • Excellent verbal and written communication
  • Ability to work independently while aligning with leadership direction
  • High degree of flexibility and stress tolerance
  • NOC, Agile workflows, Documentation, Service Desk Tickets

What we offer

  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan
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