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Added 9 mins ago
HH
Senior Software Engineer, App Enablement
Hinge Health
San Francisco, CA
- $158,000 to $217,000 USD / year
- Improve dependency management and mobile code-quality practices, including responses to security updates and iOS and Android ecosystem changes.
Added 28 mins ago
Sr. Mobile iOS Engineer
SpaceXSI
NY · Palo Alto, CA
Drive technical and product decisions, collaborating with designers, backend, android and web engineers
Added 33 mins ago
CS Specialist I - Customer Service Center
WesBanco Bank, Inc
Defiance, OH
…with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devices.…
Added 33 mins ago
CS Specialist I - Customer Service Center
WesBanco Bank, Inc
Defiance, OH
…with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devices.…
Added 33 mins ago
CS Specialist I - Customer Service Center
WesBanco Bank, Inc
Defiance, OH
…with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devices.…
Added 33 mins ago
CS Specialist I - Customer Service Center
WesBanco Bank, Inc
Defiance, OH
…with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devices.…
Added 34 mins ago
Software Engineer 2 - Mobile Developer (iOS & Android)
U.S. Bank
Cincinnati, OH
This role supports both iOS and Android mobile platforms. The ideal candidate has experience developing mobile platform capabilities, backend-integrated mobile solutions, SDKs, and services…
Added 59 mins ago
Sr. Mobile Android Engineer
SpaceXSI
NY · Palo Alto, CA
We're seeking an exceptional Android engineer to join a small, high-impact team dedicated to creating the world's most valuable AI application, judged by the impact it delivers to users.…
Added 1 hour ago
Warehouse Manager
US Foods
Phoenix, AZ
Added 2 hours ago
SU
Mobile / UI/UX Engineer
Stanbridge University
Remote, United States
- $115,000 to $150,000 USD / year
…developing native or cross-platform applications for iOS and Android. The successful candidate will have the opportunity to progressively assume greater technical ownership, including…
Added 3 hours ago
EG
Quality Assurance Engineer - PHP
Eliassen Group
Annapolis, MD
- $40 to $50 USD / hour
Preferred: Experience testing iOS and Android functionality, usability, performance, and cross-device or browser compatibility.
Added 3 hours ago
EG
Quality Assurance Engineer - PHP
Eliassen Group
Concord, NH
- $40 to $50 USD / hour
Preferred: Experience testing iOS and Android functionality, usability, performance, and cross-device or browser compatibility.
Added 3 hours ago
JH
Cell Phone Repair Technician
Jackson Hewitt - 3567
Rosedale, NY
- $17 to $24 USD / hour
Perform software troubleshooting on operating systems such as Android, iOS, macOS, and Windows to resolve issues efficiently.
Added 4 hours ago
EG
Quality Assurance Engineer - PHP
Eliassen Group
Baton Rouge, LA
- $40 to $50 USD / hour
Preferred: Experience testing iOS and Android functionality, usability, performance, and cross-device or browser compatibility.
Added 4 hours ago
EG
Quality Assurance Engineer - PHP
Eliassen Group
Bismarck, ND
- $40 to $50 USD / hour
Preferred: Experience testing iOS and Android functionality, usability, performance, and cross-device or browser compatibility.
Added 5 hours ago
#24251 - Junior QA Engineer
QualityAI
Santa Clara, CA
Experience testing web and mobile applications (iOS and Android).
Added 5 hours ago
EG
Quality Assurance Engineer - PHP
Eliassen Group
Montpelier, VT
- $40 to $50 USD / hour
Preferred: Experience testing iOS and Android functionality, usability, performance, and cross-device or browser compatibility.
Added 5 hours ago
CP
Retail Merchandising Field Specialist
Channel Partners
Champaign, IL
- $17 USD / hour
Must be proficient in using a personal Android or Apple device (Smartphone/Tablet) with GPS functionality to upload photos, report assignment data, and reference documents
Added 5 hours ago
CP
Retail Merchandising Field Specialist
Channel Partners
Kansas City, MO · Belton, MO · Blue Springs, MO · Lees Summit, MO · Independence, MO
- $20 USD / hour
Must be proficient in using a personal Android or Apple device (Smartphone/Tablet) with GPS functionality to upload photos, report assignment data, and reference documents
Added 5 hours ago
CP
Retail Merchandising Field Specialist
Channel Partners
Kailua Kona, HI
- $24 to $26 USD / hour
Must be proficient in using a personal Android or Apple device (Smartphone/Tablet) with GPS functionality to upload photos, report assignment data, and reference documents
Added 6 hours ago
EG
Quality Assurance Engineer - PHP
Eliassen Group
Santa Fe, NM
- $40 to $50 USD / hour
Preferred: Experience testing iOS and Android functionality, usability, performance, and cross-device or browser compatibility.
Added 6 hours ago
EG
Quality Assurance Engineer - PHP
Eliassen Group
Des Moines, IA
- $40 to $50 USD / hour
Preferred: Experience testing iOS and Android functionality, usability, performance, and cross-device or browser compatibility.
Added 6 hours ago
EG
Quality Assurance Engineer - PHP
Eliassen Group
Raleigh, NC
- $40 to $50 USD / hour
Preferred: Experience testing iOS and Android functionality, usability, performance, and cross-device or browser compatibility.
Added 6 hours ago
Associate Field Support Technician
ChenMed
Orlando, FL
With direction from leader, sets up of Linux Android G-Boxes and ensures they are in proper working order.
Added 7 hours ago
Security Platform Engineer - Poly
HP
Austin, TX
Platform Engineering builds and runs the developer platform behind Poly Video products, built on PolyOS, our Android-based OS. We own the path from commit to validated release: source…

Cushman & Wakefield

Technical Support Team Lead

Saint Louis, MO, United States

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Job details

Posting language: English

Original job description

Summary

Job Title

Technical Support Team Lead

Job Description Summary

The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.

Job Description

Job Position: Virtual Genius Bar

Business Title: Technical Support Team Lead

REPORTS TO: Midwest Territory Manager

CLASSIFICATION: Exempt

Role Overview

Key Responsibilities

+ Daily Management: Oversee shift activities, manage attendance, and adjust daily schedules to match call or message volume.

+ Agent Coaching: Monitor live interactions, evaluate performance, and provide regular feedback to improve soft skills.

+ Escalation Handling: Take over difficult customer calls or chats when agents need help resolving a tense situation.

+ Performance Tracking: Review key metrics like Average Handle Time (AHT) and customer satisfaction scores.

+ Team Support: Assist with hiring, onboard new staff, and help train the team on new products or tools.

Responsible for but not exclusive to the following:

+ Provides oversight and supervision of team of Technical Support Associates

+ Scheduling and resource management for the team.

+ Responsible for performance management process including performance feedback, performance evaluations.

+ Escalation Management

+ PC break fix support for the business within market.

+ Facilitation of onboarding and off-boarding.

+ MS Teams support.

+ Mobile phone/device support (IOS & Android).

+ Training end-users and assisting with deployment of new technology.

+ Assist remote support staff when additional resources are required.

+ Maintain established service level agreements to meet customer expectations and quality standards.

+ Support for North American Brokerage and Valuation and Advisory service lines, including company executives.

+ Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.

ACCOUNTABILITIES

+ Daily work routines

+ Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.

+ Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.

+ Providing documented input to keep knowledge-based articles and procedural documentation up to date.

+ Provide proper ticket and incident management.

+ Ensure onboarding, off-boarding, and asset management processes are followed.

+ Request Management

+ Provide proper ticket management to ensure requests are updated and resolved in a timely manner.

+ Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).

+ Incident Management

+ Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.

+ Provide accurate and clear resolution documentation within the incident ticket.

+ Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.

+ Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.

+ Responsible for 2nd level point of escalation from Service Desk.

+ Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.

+ Problem Management

+ Assist with trend and root cause analysis.

+ Proactively identify and communicate problem trends found as part of incident resolution.

+ Technology Enablement

+ Complete in-house training on new technologies, services, processes, and policies as they are released.

+ Conduct information sessions aimed to promote end user adoption of technology products and services.

+ Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.

+ Project Work

+ Participate in or provide feedback to project testing stages.

+ Support projects as required for supported sites.

+ Metrics, Reporting & Service Performance

+ Monitor operational metrics including SLA performance, ticket backlog, first-contact resolution, aging tickets, customer satisfaction, and technician productivity.

+ Prepare recurring performance reports, dashboards, and operational summaries for leadership review.

+ Identify service trends, recurring issues, and performance gaps that require corrective action or process improvement.

+ Use ServiceNow and other reporting tools to track team workload, demand patterns, and service outcomes.

+ Experience developing reports and dashboards from Contact Center Solution systems

+ Partner with leadership to define and improve key performance indicators for the Virtual Genius Bar service.

MINIMUM REQUIREMENTS

+ Bachelor's degree or equivalent experience; related computing field preferred.

+ 3+ years of technical experience in a corporate environment (multi-state,10,000+ employee base corporate environment is preferred).

+ Knowledge of IT processes, general controls, project management, and system development life cycles.

+ ITIL Foundation certification or knowledge is a plus.

+ Industry-related technical certificates are a plus or any similar combination of education and experience.

+ Has supervisory experience / skillset.

+ Excellent Soft Skills including:

+ Customer service, including written and verbal communication.

+ Conflict resolution.

+ Strong analytical and problem-solving skills.

+ Strong interpersonal skills required to interact with end user clients and team members across the organization.

+ Time management skills, to balance and prioritize work.

+ Ability to work independently and as part of a team.

+ Proficient with Windows OS.

+ Proficient with MS Office 365, including MS Teams.

+ Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).

+ Ac...

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More about this job

Skills

Technical support
Coaching
Customer service
Scheduling
Performance management
Onboarding
Microsoft Teams
Guide staff
Troubleshooting
LAN
Documentation
ServiceNow
Root cause analysis
Reporting
Leadership
Process improvement
Project management
ITIL
Communication skills
Conflict resolution
Problem solving
Interpersonal skills
Time management
Work independently
Microsoft Windows
Microsoft Office

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