Technical Support Team Lead

Technical Support Team Lead

Position Summary

The Technical Support Team Lead plays a vital role in ensuring the seamless operation of our products and services by leading technical assistance teams that help resolving customer issues. The primary aim of this role is to deliver exceptional support to our clients, contribute to customer satisfaction, and maintain the overall reliability of our products.

Wage is Gross amount of $54,166.00 MXN/Monthly 

What You Will Do

• While working for a truly global organization you will get to lead the deployment of cutting-edge technology and participate in the design and implementation of future platforms to enable our digitally literate customer base to fully realise their potential.
• You will be a people and technology leader shaping and structuring your team and influencing others to best deliver against our goals and objectives.
• Lead, drive and motivate your team to realize their true and best potential.
• Partner with our business customers in understanding and delivering our solutions to their best advantage in a competitive and fast moving marketplace.
• Be a champion for compliance, ensuring all computer endpoints meet our compliance goals.
• Work on ensuring that our systems are stable, secure, forward thinking, efficient and cost effective.
• Partner and collaborate with various stakeholders both inside and outside the IT organization within Lionbridge to support the delivery of the company goals and objectives.
• Plan and deliver a roadmap for your organization both technically and from a people management perspective.
• Stay abreast of current technologies in the marketplace and apply those learnings to the Lionbridge organization
• Ensure any escalations as well as Major Incidents are handled promptly and in an efficient manner.

To Be Successful You Will Have

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 3 years of proven experience in leadership or a similar customer-facing role.
• Strong knowledge of software applications, operating systems, and hardware components.
• Familiarity with network protocols, databases, and cloud-based technologies.
• Proficiency in using ITSM Tools (Zendesk, JIRA SM, etc)
• ITIL Foundations v3 or relevant knowledge
• Implementing and maintaining quality assurance processes to ensure high service standards.
• Making sound decisions based on analysis and consideration of available information.
• Effectively assigning tasks and responsibilities to team members based on their strengths.
• Assessing and addressing the training needs of team members.
• Strong customer-centric approach, ensuring a positive customer experience.
• Outstanding communication skills with the ability to convey technical information clearly and concisely.
• Ability to work independently and collaboratively in a fast-paced environment.
• Exceptional time management and organizational skills, handling multiple tasks and priorities effectively.
• Building and maintaining positive relationships with key stakeholders.
• Previous experience with software development, programming, or scripting languages.
• Familiarity with ITIL (Information Technology Infrastructure Library) best practices for IT service management.
• Experience working in a SaaS (Software as a Service) environment.
• Knowledge of customer relationship management (CRM) systems for tracking customer interactions.

In Return, You Can Expect

• Ongoing career opportunities at a repeat Forbes & Newsweek-listed “Best Employer for Women”, “Best Employer for Diversity”, “Best Remote Employer”, “Best Large Employer”, and “Most Loved Workplace”.
• Incredible opportunities to learn for one of the most competitive team.

Lionbridge partners with brands to break barriers and build bridges all over the world. For over 25 years, we have helped companies connect with their global customers and employees by delivering translation and localization solutions in 350+ languages. Through our world-class platform, we orchestrate a network of passionate experts across the globe who partner with brands to create culturally rich experiences. Relentless in our love of linguistics, we use the best of human and machine intelligence to forge understanding that resonates with our customers’ clients. Based in Waltham, Massachusetts, Lionbridge maintains solution centers in 24 countries.

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.