What are the responsibilities and job description for the Technical Lead position at Tekgence Inc?
Job: EUC Technical Lead (Job ID : 29108)
Contract: 12 months
Location: Providence, RI
Overview
The Technical Lead provides on-site technical and operational leadership for Field Engineers and Warehouse Technicians. This role serves as the primary escalation point for issues beyond Level 1 and Level 2 support, coordinates daily technician coverage, and ensures consistent service delivery. The Technical Lead also serves as backup to the Operations Manager.
Responsibilities
- Serve as the on-site escalation point for complex technical and operational issues.
- Provide daily leadership and support to Field Engineers and Warehouse Technicians.
- Manage technician assignments, coverage, workload, and dispatch scheduling.
- Conduct regular 1:1s and provide coaching and performance support.
- Monitor SLA/KPI performance and ensure accurate ticket documentation.
- Coordinate escalations and maintain strong relationships with end users and stakeholders.
- Partner with the Operations Manager to maintain consistent processes and service standards.
- Serve as backup to the Operations Manager as needed.
Qualifications
- 5 years of desktop support, field services, or end-user support experience.
- Previous Technical Lead, Team Lead, senior technician, or escalation experience.
- Strong troubleshooting skills with experience handling L2/L3 escalations.
- Experience managing technician workloads, scheduling, and support operations.
- Knowledge of ITSM processes, SLAs/KPIs, and ticket management.
- Strong leadership, communication, organizational, and customer service skills.