Technical Support Team Leader

Job Description

As Technical Support Team Leader you will be responsible for overseeing and coordinating all user technical support activities. Your contribution will directly influence the department’s quality and on‑time compliance. You will monitor the team’s work, coach team members, and provide support on incidents related to the use of our software, MYLE. Under the National Director of Customer Services, you will join a multidisciplinary team dedicated to helping our customers resolve technical problems.

Responsibilities

• Lead a team of Level 1 and Level 2 technical support agents to deliver excellent service to clinical users.
• Create, prioritize, assign, and monitor daily tasks and workflow based on deliverables.
• Supervise team performance relative to defined KPIs.
• Coach team members and support their skill development.
• Follow up and manage escalations.
• Perform functional and technical analy...