Technical Support - Team Lead

Job Description

Job Description

Job Summary

The Team Lead, Technical Support is responsible for leading and overseeing the daily operations of the technical support function within the Orlando office. This role leads with a focus on client satisfaction, providing day-to-day supervision, training, and guidance to a team of technicians to ensure work is delegated effectively and executed with urgency and exceptional quality.

The Team Lead plays a key role in maintaining, troubleshooting, and optimizing the organization’s technical infrastructure. The position emphasizes efficient issue resolution, proactive problem-solving, and continuous process improvement to ensure seamless execution, efficient technical operations and minimal disruption to both the company’s and our client’s business activities.

Key Responsibilities

• Train and mentor technical staff, enhancing their skills and ensuring they can independently handle assigned tasks.
• Provide team oversight daily to ensure adequate technician coverage for ticket volume, supporting efficient workload distribution.
• Proactively partner and communicate with the Tech Services Manager to address scheduling needs/coverage challenges.
• Ensure consistent on-call coverage to assist our partners outside of standard office hours.
• Ability to make sound judgments & decisions in the absence of the Manager of Technical Services.
• Delegate tasks effectively to manage multiple projects simultaneously, ensuring timely and high-quality completion.
• Lead by example in addressing urgent technical issues, demonstrating problem-solving acumen and decision-making skills.
• Provide hands-on technical support for hardware and systems, including assembling, repairing, testing, and maintaining PCs, monitors, printers, POS systems, and camera equipment.
• Install, configure, and troubleshoot Windows operating systems, applications, and network connectivity (including cabling), ensuring optimal system performance.
• Deliver responsive technical support through phone and onsite visits, assisting with troubleshooting and resolving client issues and participating in after-hours/on-call support rotation.
• Troubleshoot and resolve functionality of computer systems, printers, camera equipment and other technical infrastructure, for internal and external clients.
• Support and maintain rigorous maintenance schedules to minimize downtime and operational disruptions.
• Ensure all technicians are using the proper safety devices and PPE when required.
• Collaborate with cross-functional teams to improve processes and technical capabilities.
• Perform occasional wiring and soldering tasks, including creating specialized cables and hardware solutions.
• Respond to incoming support requests as needed, resolve basic issues, and assign calls/tasks to the appropriate technician.
• Ensure accurate service call tickets/logs, generate performance reports, and analyze trends to improve departmental efficiency.
• Serve as the first point of contact for internal and external escalation calls, ensuring timely resolution and effective communication across stakeholders.
• Conduct follow-up communications to ensure all service requests and incidents are fully resolved to satisfaction.
• Other duties as assigned and needed to keep the operation able to generate revenues for the company.

Qualifications

Education, Certification(s) and Experience

• High school diploma or equivalent required.
• An associate degree (in a computing field), a two-year technical certificate, or equivalent relevant experience preferred.
• Must have strong administrative, organizational, and task prioritization skills
• 3+ years of successful technical servicing of digital products in a revenue generating environment.
• Strong technical background in managing computer systems, printers, and specialized equipment.
• Must possess CompTIA A+ certification or equivalent/higher level technical competency.
• Possession of a Network or Fiber Optic Technician certification required.
• Valid driver’s license required.

Skills and Abilities

• Strong customer service and interpersonal skills
• Effective written and verbal communication skills
• Demonstrated ability to manage multiple priorities and proactively communicate progress/roadblocks with internal stakeholders and external clients/partners in a professional manner.
• Proficiency in standard business software and reporting tools.
• Proven experience in technical leadership, with a strong ability to train, mentor, and delegate to a team.
• Strong technical background in managing computer systems, printers, and specialized equipment.
• Ability to adapt to changing conditions with the focus of supporting a team in embracing change.

Physical Requirements:

• Ability to stand for extended periods.
• Ability to travel is required, including short-notice travel.
• Ability to frequently bend, reach, and lift items up to 50 pounds with assistance.
• Requires occasional climbing, balancing, stooping, kneeling, crouching, or crawling.
• Frequent standing, walking, and sitting are necessary.
• Regular use of hands and fingers for handling, reaching, and tactile sensing is expected, along with the ability to communicate clearly through speech and hearing.
• Visual requirements include close vision, distance vision, peripheral vision, and depth perception.

Travel Required

• This role requires travel to provide onsite support for client/partner locations as needed (estimated 30%), primarily during annual maintenance season (March-June).
• This role requires frequent international travel. Candidates must be able to obtain and maintain all necessary travel documents, including a valid U.S. passport.

Environmental Demands:

• Work in various environments, including heights, small spaces, warehouses, office spaces, hotels, and outdoor locations like theme parks.
• Indoor locations are temperature-controlled and frequently noisy.
• Outdoor locations are subject to extremes of heat, cold, humidity, and noise.

DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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