Full-Time Technical Team Lead
Darkhorse Tech is hiring a remote Full-Time Technical Team Lead. The career level for this job opening is Manager and is accepting Worldwide based applicants remotely. Read complete job description before applying.
Darkhorse Tech
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Job Details
About Darkhorse TechDarkhorse Tech provides comprehensive Dental-Specific IT services. We offer ongoing support (Managed Services), startup projects & expansions, software & hardware sales, and maintenance. We partner with leading technology companies servicing the Dental community.
About You
- Focus on service excellence. Providing exceptional client service is key.
- Be solution-oriented and accountable. Address issues quickly and escalate as needed while keeping clients informed.
- Collaborative team environment. Support and assist colleagues while working towards shared goals.
Technical Team Lead Summary
As a Technical Team Lead, you'll guide and support service technicians, manage customer service and KPIs, and resolve escalations.
Responsibilities
- Primary contact for technician questions and issues
- Monitor Slack channels for technician guidance
- Resolve escalations promptly and communicate effectively with customers and management.
- Monitor service board and ensure timely ticket completion
- Provide guidance, reassign tickets as needed
- Collaborate with Service Coordinators and Analysts
- Provide additional support during busy periods
- Drive customer satisfaction, technical proficiency, and timeliness of support
- Schedule and lead regular meetings with technicians
Qualifications and Skills
- PC hardware installation, repair, testing, and troubleshooting knowledge
- Windows scripting familiarity
- Microsoft Windows and Office application familiarity
- Cisco network knowledge (helpful)
- Proven troubleshooting and problem-solving skills
- Organization and attention to detail
- Strong multitasking and independent work skills
- Leadership and training experience (1-2 years) in an IT environment
- MSP experience (preferred)
- Customer service experience (1-2 years)
- Bachelor's degree in IT or Computer Science (preferred)
Hours: 7:00am to 4:00pm EST OR 8:00am to 5:00pm EST