Support Analyst Team Leader

fusionSpan is a fast-growing multinational information technology services company based in the USA.  fusionSpan has won several awards including Best Places to Work, Inc 5000 fastest growing company in America. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members.

This role is 100% on-site, in our Rockville, MD headquarters

As a Support Team Leader, you will play a pivotal role in leading and managing a team of Tier 1 and Tier 2 support professionals, ensuring the delivery of high-quality technical assistance and customer support for our software solutions. You will be responsible for guiding and mentoring your team members, optimizing support processes, and driving continuous improvement initiatives to enhance the overall effectiveness of our support operations. 

This role requires strong leadership skills, technical proficiency, and a passion for delivering exceptional customer service, including the ability to jump in and provide hands-on support across all systems when needed. 

Responsibilities: 

• Lead, coach, and mentor a team of Tier 1 and Tier 2 support professionals, fostering a collaborative and high-performance team culture. 
• Provide guidance and support to team members, helping them develop their technical skills, troubleshoot effectively, and deliver exceptional customer service. 
• Set clear performance expectations and KPIs for the support team, regularly monitoring performance and providing feedback to team members to drive continuous improvement. Conduct regular performance evaluations and goal-setting sessions with team members, recognizing achievements and addressing areas for development.
• Allocate resources effectively to ensure adequate coverage and support for customer inquiries and technical issues across Tier 1 and Tier 2 support levels. 
• Coordinate staffing schedules, vacations, and other time-off requests to maintain operational efficiency and meet service level agreements (SLAs). 
• Identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and enhance the customer support experience. 
• Collaborate with cross-functional teams, including product development and customer success, to implement process improvements and drive alignment with organizational goals. Escalation Serve as the point of escalation for complex technical issues or customer inquiries that cannot be resolved at the Tier 1 or Tier 2 support level. 
• Coordinate with internal teams and external vendors to ensure timely resolution of escalated issues and minimize impact on customers. 
• Develop and deliver training programs and materials to onboard new team members and provide ongoing professional development opportunities for existing staff. 
• Stay updated on industry trends, best practices, and new technologies to ensure the support team remains knowledgeable and effective in delivering technical assistance. 
• Demonstrate the ability to jump in and provide hands-on support across all systems when needed, ensuring seamless customer service delivery during peak times or complex issues. 

Requirements:

• Previous experience in a leadership role within a technical support environment, preferably managing Tier 1 and Tier 2 support teams. 
• Strong leadership skills with the ability to inspire, motivate, and empower team members to