Manpower Group Technical Team Lead - Tier 1 in Austin, Texas
The position reports to the Manager of Technical Services and serves as a key member of the Global Support Services leadership team. This is a hands-on position. The incumbent will be expected to have direct involvement in all aspects of delivery of technical support, assisting team by mentoring and providing guidance to the team on policies and procedures, and maintaining critical escalations.
We're seeking a candidate with a technical background and strong people management skills to manage, coach and mentor technical support representatives. You'll be involved in tracking and monitoring performance statistics and providing an analysis to the team. You'll also manage customer situations that are escalated to you and will work with other departments to resolve customer issues that require code or product changes.
The ideal candidate should have experience with running a support center that may be geographically dispersed. Experience with Knowledge Management and Knowledge Centered Support paradigm is a definite plus.