Help Desk/desktop Support Analyst

Technical Support Team Lead

Location: Auburn, NH Level: Experienced / Non-Manager

Overview: 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.

Key Responsibilities:

• 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