Technical Support Team Lead

POSITION SUMMARY

• The Technical Support Team Leader is charged with guiding and mentoring a team of technical support engineers, directing their work to ensure optimal performance. This position encompasses oversight of the resolution process for complex technical issues, ensuring that escalations are handled promptly and communications with stakeholders remain clear and effective. The Technical Support Team Leader champions continuous improvement by identifying workflow inefficiencies and introducing scalable enhancements. Furthermore, the role collaborates cross-functionally with engineering, product, and sales teams to facilitate comprehensive issue resolution and integrate customer feedback into ongoing product development. The Team Leader also supports managerial efforts by monitoring key performance indicators—including resolution time, customer satisfaction, and ticket backlog—and delivers regular performance updates to senior leadership.

RESPONSIBILITIES

• Direct the work of the IT support team to ensure efficient and effective technical support services.
• Monitor the performance of systems and networks, identifying problems and implementing solutions.
• Develop and implement IT support strategies and plans.
• Provide technical support and guidance to team members and other employees.
• Coordinate with other departments to understand their technological needs and implement solutions.
• Ensure adherence to IT best practices and maintaining security protocols.
• Keep up to date with the latest technological trends and advise on potential improvements.
• Conduct regular team meetings, provide feedback, and work with the manager to ensure the continual development of team members.
• Assess customer feedback to enhance the provision of IT support.
• Manage IT support projects and ensure they are completed within the deadlines set.
• Prepare and present reports on the performance and activities of the IT support team.
• Act as a liaison between IT support technicians and management, relaying information, concerns, and suggestions for process improvements.
• Support onboarding and training initiatives for new team members, ensuring alignment with team standards and manager directives.

QUALIFICATIONS

• Bachelor's degree in computer science, information technology, or a related technical field (or equivalent combination of education and experience).
• 10+ years of customer service experience.
• 10+ years of experience in IT, data center, or software support roles.
• Attention to detail with accuracy in problem-solving and analytical skills.
• Client-facing and internal communication skills.
• Troubleshooting and problem-solving abilities.
• Organizational skills for managing multiple tasks simultaneously.
• Proficiency with computers, including Microsoft Office Suite.
• Time management and problem-solving skills.
• Strong networking background with relevant certifications (such as Network+, Security+).
• Familiarity with IT/networking equipment, tools, SQL, and web applications.
• Experience with external authentication technologies: Active Directory, TACACS+, RADIUS, Duo.
• Understanding of security protocols, including SSL certificates, firewalls, and routers.
• Experience with environmental monitoring hardware, software solutions, and underlying technologies.
• Knowledge of KVM switching and serial console technologies.
• Understanding of virtual computing concepts, including VMs, VM hosts, and hypervisors.
• Demonstrated success in managing IT operations and leading cross-functional teams.
• Familiarity with service desk ticketing systems and maintaining service level agreements.

PREFERRED QUALIFICATIONS

• Certification with project related applications like Smartsheet, Lucid, or Google Sheets.
• Experience in IT support and team leadership.
• Knowledge of technical management, information analysis, and computer hardware/software systems.
• Experience developing and implementing technology solutions to improve operational efficiency.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Standard office environment.

TIME TRAVEL REQUIRED

Ability to support limited business travel.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5 billion in sales, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to . If you are interested in applying or learning more about this role, please visit the company's career page located on

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.