Technical Service Desk Lead

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead and manage a team of technical support engineers and specialists.

• Delegate support cases and daily responsibilities, track work progress, and offer technical guidance.

• Supervise daily technical support operations for designated product areas.

• Ensure that customer issues are accurately logged, prioritized, and resolved in accordance with service level agreements.

• Assist engineering teams in meeting issue resolution targets and enhancing customer satisfaction.

• Coordinate escalation processes and critical issue resolution efforts for the assigned product areas.

• Oversee the creation and upkeep of technical support processes and procedures.

• Collaborate with engineering teams, product specialists, field applications, and customer service to guarantee comprehensive support for technical issue resolution.

• Generate and deliver regular performance reports to stakeholders.

⛳️ Requirements

• A Bachelor's degree in Electrical Engineering, Computer Engineering, or a related technical discipline is required.

• At least 5 years of experience in technical support, customer service engineering, or a similar technical role.

• A minimum of 2 years of supervisory or team lead experience.

• Experience with semiconductor products, technical troubleshooting, and customer support.

• Knowledge of case management systems, knowledge bases, and service level management.

• Experience in technical support, customer service, or field applications engineering.

🏝️ Benefits

• Opportunities for professional development.