Technical Support Team Leader

Company: Awecomm
Location: Troy
Posted on: May 19, 2025

Job Description:

Job description

Check below to see if you have what is needed for this opportunity, and if so, make an application asap.
About Awecomm
Awecomm is an exciting IT services company delivering exceptional solutions to the small and midsize market. We are a nationally recognized top technology provider and are honored to be a Best & Brightest workplace 4 years and counting. Our unique service platform provides complete IT solutions for our clients so they can focus on their core business. We help our clients innovate with technology and process, enabling their growth and success. Our client partnership is central to our shared success. Overall, our core purpose is to help great people advance and great companies thrive.
At Awecomm, our values are core to our mission to be passionately supporting 25,000 great people:Be Transparent - open and honest is not optional
Be Helpful - enthusiastic, flexible, supportive, and team oriented
Be Exceptional - together we can go beyond great, and be exceptional


If you share our values, are excited about our mission, and are looking for a career where you can be exceptional and work with an exceptional team, Awecomm may be the place for you.

What you will be doing
As a Technical Support Team Leader, you will be responsible for leading and assisting the technical support team with core service desk and onsite team activities. You will also be responsible for coordinating with the Engineering and Onsite team to make sure there is a complete feedback loop to continue to improve service levels. Some key duties in this role will include: Lead the technical support team, including the Service Desk team and Onsite team, ticket processing to ensure team efficiency and adherence to process and procedures
Be a role model in terms of execution of technical support team job responsibilities, including consistent execution of tickets, customer service, etc.
Lead and assist the technical support team with core service desk team and onsite team activities such as ticket management, troubleshooting hardware and software issues, maintaining documentation, onboarding clients, and escalating issues to the proper team member for resolution
Support and assist team members to ensure consistent team success with SLAs and client satisfaction results
Optimize the quality review process and provide feedback to team members on areas for improvement
Coach and mentor new hires and well as team members advancing to roles within the technical support team (i.e. Service Desk team, SME areas, SDEP, Support System Administrator).
Demonstrate initiative and capability in learning new technologies
Lead proactive service initiatives
Assist Support Services Manager with schedule coordination, process adherence, and quality reviews
Assist Support Service Manager in coordinating automation initiatives as part of setup and deployment of computers, as well as processing of tickets
Coordinate coverage and management of team schedules, including time off requests, for the Service Desk and Onsite team
Assist with support ticket processing on an as-needed basis
Provide support after-hours as part of a team on-call rotation


Experience & skills that will enable your successDemonstrated passion for technology and client service
Excellent communication and writing skills
Proven ability to provide exceptional client service
Consistent track record of demonstrated ambition with successful results
Effective decision-making skills
Proficient critical thinking skills
Ability and passion to continuously learn new technologies in a fast-paced environment
Bachelor's degree or experience in related field
Proven leadership skills including leading team meetings, knowledge transfer to team members, etc.
4+ years of experience in a technical support role
Able to identify issues in job processes and improve them; automate processes when needed
4+ years of customer service experience
Demonstrated experience leading successful initiatives/special projects


Why you will excel and love working at Awecomm
You will fit right in if you love to provide exceptional service, work as a team, and love technology. Some key indicators include: Excited to work with the latest technology and cybersecurity solutions
Own your experience, and be proud of it
Excited and passionate about learning new technology
Want to collaborate with others to solve problems and find a better way
Always looking to make improvements - continuous improvement focus and really enjoy making an impact
Drive and ambition to grow and initiate change
Put the needs of others, especially clients, first
Excited to come to work every day and help the TEAM succeed
Flexible and have a positive attitude
Ambition for advancement and your own continuous improvement commitment
Career focused - want to grow and prepare for your next role at Awecomm


Additional Reasons to love AwecommAwecomm culture, values, purpose, and mission
Casual work environment
Work with great team members committed to the overall success of the team
Fun office events and offsite activities
Included 24/7 onsite fitness center
Included access to onsite golf simulator
Located in the heart of Troy, walking distance to several restaurants
Onsite full-service caf-- (when walking outside is not ideal)
Office lounge, snacks, and free flavored water and soft drinks
Competitive pay and benefits, including 401k Plan with company match
Team recognition program - earn points toward swag, gift cards, & more
Profit sharing plan - we all share in our collective success
Career advancement with free career development

Keywords: Awecomm, Elyria , Technical Support Team Leader, Hospitality & Tourism , Troy, Ohio