Team Lead, Technical Services (IT Support)

TL;DR

Team Lead, Technical Services (IT Support): Leading and mentoring a technical support team to deliver world-class service to internal and external customers with an accent on technical escalations and performance management. Focus on coaching team members, improving operational efficiency, and fostering a collaborative growth-oriented culture.

Location: Onsite in Chelmsford, MA, USA

Salary: $75,000 - $88,000 annually

Company

A network technology leader providing innovative solutions in video surveillance, access control, and audio systems.

What you will do

• Lead, coach, and mentor team members to enhance technical skills and performance.
• Manage daily operations, including conflict resolution, work coordination, and scheduling.
• Analyze operational metrics to improve service delivery and efficiency.
• Act as the primary point of contact for complex technical escalations.
• Recruit and onboard new staff and create individual development plans.
• Promote a positive and growth-oriented team culture.

Requirements

• Location: Must be based in or be able to work onsite in Chelmsford, MA.
• Bachelor’s degree in computer science or a related IT field.
• 5+ years of professional experience in a service or support environment.
• 2+ years of people leadership experience.
• Proven ability to work cross-functionally and think strategically.

Nice to have

• Experience within the IT or security industry.
• Proficiency with Salesforce and other support ticketing systems.
• Spanish language proficiency.
• Strong data analysis and presentation skills.

Culture & Benefits

• Comprehensive health, dental, vision, and fitness/wellness programs.
• 401(k) program with employer matching.
• Generous vacation benefit and a 3-week sabbatical every 5 years.
• Paid parental leave and dependent care reimbursement account.
• Tuition reimbursement and employer-offered training.