Technical Customer Support Lead

We are looking for an experienced Technical Customer Support Lead to oversee daily support operations and help maintain a high standard of service for customers in Auburn, New Hampshire. This contract position is ideal for someone who can guide a technical support team, manage escalations with confidence, and keep service delivery aligned with business expectations. The role combines hands-on operational coordination with team mentorship, cross-functional collaboration, and a strong focus on timely, consistent customer communication.

Responsibilities:

• Direct day-to-day support activities by overseeing ticket queues, monitoring tasks, and incident handling to keep work moving efficiently.
• Act as the main point of escalation for urgent or high-impact issues, ensuring customers receive prompt updates and effective resolution paths.
• Organize team workload and coverage throughout business hours and during critical situations to maintain service continuity.
• Coach and support team members by providing guidance, sharing best practices, and reinforcing consistent support standards.
• Review response performance, service levels, and support quality to identify gaps and improve operational execution.
• Partner with internal groups such as Development, DevOps, and Quality Assurance to speed up issue resolution and remove blockers.
• Own follow-through on major customer concerns from initial escalation through final resolution, including communication and documentation.
• Help strengthen support procedures, workflows, and operating guidelines to improve consistency across service operations.
• Contribute to reporting on incident patterns, service performance, recurring problems, and operational risks, while supporting post-incident reviews and corrective actions.
• Handle customer information responsibly and follow appropriate security practices while supporting time-sensitive events that may require additional hours.
• 3+ years of experience in technical support, software support, or service desk operations within a fast-paced environment.
• Prior experience serving in a lead, senior, or informal supervisory role within a support organization.
• Solid understanding of service desk operations, escalation handling, service level management, and customer priority assessment.
• Working knowledge of networking fundamentals, Linux environments, and common software support processes.
• Experience with Active Directory, ITSM platforms, service desk ticket management, and deskside support activities.
• Strong organizational skills with the ability to balance multiple priorities and make sound operational decisions independently.
• Clear verbal and written communication skills, with the ability to interact effectively with both customers and internal teams.
• Degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.