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Team Lead, Technical Support
Brand: SumTotal
Req#: 501267
Updated: 04/15/2019
Job Type: Regular
Location: Des Moines Iowa
Category: Support
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Job Description

Job Description: Team Lead – Technical Support

About SumTotal:

SumTotal Systems, LLC, is the largest independent provider of integrated HR applications and the only provider to deliver Talent Expansion™, a whole new approach to discovering, developing and unleashing hidden potential within our customers’ workforce.

SumTotal has nearly 30 years of learning and HR software experience.  High-performing organizations recognize that learning and development are core to their business success and overall talent management and workforce initiatives.  That’s why more than 3,500 organizations, including many of Fortune’s “Best Places to Work,” rely on SumTotal’s on-premise and cloud-based applications to enable their employees.

 

About this role:

The Team lead role is a critical support resource for SumTotal System’s global customer base of large enterprise organizations.  The post holder is responsible for assisting the manager in the running of a team of Technical Support Engineer’s providing world class service and post-sales support to a wide-range of customers.

 

Responsibilities:

    • Act as a leader within the DSM office
      • Assist Support Manager in day to day operations
      • Act as an extension of management
      • Monitor the call queue
      • Ensure appropriate staffing levels and manage schedules to ensure optimal coverage
      • Be an advocate for the team
      • Instill customer service culture within the team
    • Provide direction, guidance, mentoring and instructions to the Support team
    • Manage customer escalations
      • Maintain ownership of issues/escalations until resolution
      • Coordinating resolution with other teams as needed
      • Set customer expectations accordingly
      • Regularly communicate progress to key stake holders
    • Identify improvement opportunities and plan corrective action
    • Monitor and analyze metrics for trends and improvement opportunities or identify areas of focus or further investigation
    • Participate in TSE on-boarding, mentoring and on-going training
    • Identify areas for on-going technical and non-technical training for the team
    • Collaborating with other areas of the business regarding operational issues and processes
    • Assist with improvement projects where necessary

      Skills & Qualifications:

    • Bachelor’s degree in Information Systems, Computer Science or Engineering
    • Functional and Technical expertise in any of the SumTotal product suite
    • Excellent communication skills
    • Strong customer service focus
    • Ability to communicate at different levels of the organization both internally & externally
    • Willingness to pick up additional tasks with short notice and minimum supervision
    • Minimum 5 years’ experience in application support with at least 2 years’ experience in SumTotal
    • Demonstrated ability to lead and motivate others
    • Strong attention to detail for interacting with customers and reporting
    • Strong technical aptitude for mastering complex enterprise level software
    • A self-starter with the ability to operate independently within a team environment

       

       

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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law