JOB TITLE : Justice Tech Support Team Lead
FLSA STATUS : Exempt
DEPARTMENT : Justice Tech Support
REPORTS TO : Justice Tech Support Manager
SUPERVISORY RESPONSIBILITIES : Yes
JOB LOCATION : Shreveport, LA
TRAVEL : N / A
ESSENTIAL DUTIES & RESPONSIBILITIES :
- Schedule / Lead daily standup meetings to review any open blockers / escalations / issues.
- Manage team calendar / approve PTO / ensure adequate coverage of support queues.
- Manage team PTO accounts, and maintain timesheets for any hourly employees.
- Develop and manage annual goals for the team, scheduling and completing quarterly coaching sessions with each team member to assess annual goal progress / morale level / career trajectory.
- Communicate with Support Management on a daily / weekly / monthly basis, regarding team goals, continuing education, coaching efforts, and any other items as appropriate.
- Work with Support Manager to fill any open positions on the team.
- Ensure that open support items are handled timely and appropriately, managing all escalations to development or upper-tiered support members.
- Identify any issues on the team that could be impacting productivity and address them appropriately, either through coaching, performance improvement plans, or coordination with Support Management.
Minimum requirements :
- 1+ year of supervisory and customer service experience.
- Acquired knowledge / education / experience / expertise of supervision, help desk functions, installation of & training in
hardware and software, basic accounting skills along with bug creation, basic QC testing and project management skills.
- High School Diploma or GED
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Justice Tech Support Team Lead. Manage team calendar/approve PTO/ensure adequate coverage of support queues. Develop and manage annual goals for the team, scheduling and completing quarterly coaching sessions with each team member to assess annual goal progress/morale level/career trajectory. Commun...
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