Team Lead, Technical Support

Lightspeed Systems; United Kingdom; Remote; GBP 25,000 - 45,000; Full time

Job description

Are you passionate about helping customers solve technical problems while delivering exceptional customer service? Do you have a knack for explaining technical concepts in a simple, understandable way? If so, this role is for you!

As a Team Lead, Technical Support you’ll play a critical role in supporting our mission to keep kids safe in school by assisting users, troubleshooting technical issues, and ensuring they get the most out of our products. In addition to handling technical support tasks, you will oversee and support the Technical Support Specialists, providing guidance, monitoring performance, and fostering a collaborative team environment. You will also take on tasks assigned by leadership, ensuring the team operates efficiently and delivers exceptional customer service.

ABOUT THE ROLE:

• Assist users by identifying, analyzing, and resolving technical issues while ensuring optimal product configuration and usage.
• Manage support requests across multiple channels (email, chat, phone) and troubleshoot network and device-related issues.
• Monitor team performance, provide guidance to Technical Support Specialists, and foster a collaborative and efficient team environment.
• Collaborate with Product, Engineering, and other teams to identify trends, prioritize customer-impacting issues, and ensure seamless case flow and communication.
• Stay updated on Lightspeed products, networking technologies, and industry trends to provide expert-level support.
• Track team success metrics such as SLA adherence, resolution rates, productivity, and troubleshooting accuracy.
• Be an escalation point for cases or concerns for Technical Support Specialists.
• Assist leadership by carrying out assigned tasks and implementing improvements to processes or workflows.

ABOUT YOU:

• 1+ year of experience in technical support, help desk, or a related role, with some experience mentoring or guiding team members preferred.
• Familiarity with operating system installation and configuration (Windows and Mac OSX) and knowledge of Active Directory, GSuite, or Azure AD.
• Understanding of mobile device platforms (iOS, ChromeOS) and networking fundamentals (IP, router configuration, firewalls) highly desired.
• Strong communication skills, with the ability to explain technical concepts to non-technical users and provide clear documentation and feedback to team members.
• Proven organizational and problem-solving skills, with the ability to prioritize tasks and assist others in meeting deadlines.
• Excellent customer service skills and a commitment to delivering exceptional support experiences.
• Team player with leadership potential who thrives in a fast-paced environment and fosters collaboration.
• Passion for mentoring and developing team members, with a focus on fostering growth, collaboration, and continuous improvement within the Technical Support team.
• Flexibility to support varying shifts, including some on-call work (including weekends and holidays).
• Technical degree or equivalent work experience preferred.

ABOUT US

With more than 25 years of serving education, Lightspeed Systems delivers the most in-depth visibility and control to power exceptional schools where students are safe and engaged; technology is compliant and easily managed; and resources are secure and optimized. Purpose-built for school networks and devices, Lightspeed’s cloud-managed solutions include the most effective web filtering, student safety monitoring, classroom management, device management, and data analytics software available. Headquartered in Austin, Texas, with a European office in London, UK, Lightspeed serves over 23 million students across 31,000 schools in 43 countries, utilizing 15 million devices. Learn more at www.lightspeedsystems.com.

We love our employees, and we show it. A sneak peek into our BENEFITS & PERKS include:

• Health -- Medical, dental and vision insurance with healthy company contribution toward premiums. Lightspeed kicks cash into your HSA if you participate in our HDHP.
• Wellness -- Paid parental leave. Healthy holiday and PTO policy, including Christmas to New Year’s Day break.
• Retirement -- 401(k) matching up to 6%.
• Other -- Work from where it makes sense. Pet insurance.

ABOUT OUR ATX HQ

If “work from where it makes sense” includes being onsite for you some or all the time, you will LOVE being at the ranch. Our uniquely Lightspeed (and totally Texas) corporate headquarters has everything Lightspeeders need to get the job done – and a whole lot more.

• 15,000 sq. ft. of open work area, offices, and huddle rooms.
• Snacks galore and a private chef serving up lunch Tuesday through Thursday every week.
• A state-of-the-art fitness center (with outfitted locker rooms).
• Physical therapist onsite regularly.
• Pet-friendly office environment.
• A golf simulator, go-carts, shuffleboard, corn hole, and MORE fun.

All within 31 sprawling acres of Live Oak trees that foster a natural habitat for local wildlife. It is not uncommon to be greeted daily by whitetail deer. (Maybe it wants to join your meeting?)

Lightspeed Systems is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or other protected characteristic.