Lead Technical Support Engineer

Position Overview

Our client is seeking a highly skilled and experienced Lead Technical Support Engineer to manage their customer service and helpdesk operations in St. Louis, Missouri. This crucial role involves leading a team of support professionals, resolving complex technical issues, and ensuring exceptional customer satisfaction. You will be responsible for developing and implementing support strategies, improving service delivery processes, and acting as the primary escalation point for critical client issues. This is an on-site position requiring full-time dedication to our office and supporting our client base.

Key Responsibilities

• Lead, mentor, and manage a team of technical support specialists, providing guidance and fostering a high-performance culture.
• Oversee daily helpdesk operations, ensuring timely and effective resolution of customer inquiries and technical issues.
• Develop and implement best practices for customer support, including ticketing systems, knowledge base management, and escalation procedures.
• Serve as the primary escalation point for complex technical problems, providing advanced troubleshooting and resolution.
• Analyze support trends and metrics to identify areas for improvement in products, services, and support processes.
• Collaborate with engineering and product development teams to communicate customer feedback and advocate for product enhancements.
• Develop and maintain comprehensive technical documentation, user guides, and FAQs.
• Train support staff on new products, features, and support methodologies.
• Ensure adherence to service level agreements (SLAs) and strive to exceed customer expectations.
• Manage relationships with third-party support vendors if applicable.
• Conduct performance reviews and provide ongoing feedback to team members.
• Champion a customer-centric approach throughout the support organization.
• Stay up-to-date with the latest technologies and industry trends relevant to customer support.
• Manage support resources and tools to optimize efficiency and effectiveness.
• Respond to and manage high-priority incident resolution.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 7 years of experience in technical support, helpdesk management, or a similar customer-facing technical role.
• Proven experience in leading and managing a technical support team.
• In-depth knowledge of troubleshooting hardware, software, and network issues.
• Experience with IT service management (ITSM) tools and methodologies (e.g., ITIL).
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to manage stressful situations and handle complex customer issues effectively.
• Strong understanding of operating systems (Windows, macOS, Linux) and common business applications.
• Experience with scripting languages (e.g., PowerShell, Python) is a plus.
• Ability to work collaboratively with cross-functional teams.
• Demonstrated ability to drive process improvements and enhance customer satisfaction.