Technical Support Lead

Technical Support Lead – ALMP Platform

Location:

Americana Restaurants

Technical Support Lead

What You’ll Do

In this role, you will lead and inspire a high-performing technical support team, ensuring every customer interaction is handled efficiently, professionally, and with care.

Your Role Will Include:

• Leading, mentoring, and motivating the technical support team to achieve performance goals.
• Overseeing timely resolution of customer inquiries, technical issues, and escalations.
• Allocating resources effectively to meet SLAs and optimize productivity.
• Providing continuous training, coaching, and feedback to enhance skills and service delivery.
• Identifying process improvements to streamline workflows and boost efficiency.
• Implementing quality assurance measures to maintain service excellence.
• Collaborating with engineering, product, and sales teams to resolve issues and enhance offerings.
• Monitoring KPIs, analyzing trends, and generating performance reports.
• Acting as the voice of the customer, ensuring feedback drives platform improvements.
• Maintaining deep technical knowledge of company products, services, and technologies.

What You Bring

• Bachelor’s degree in computer science, Information Technology, or related field.
• 5+ years in technical support, with at least 2 years in a leadership role.
• Strong troubleshooting skills across software, hardware, and network issues.
• Advanced proficiency in SQL and Microsoft Office (Excel, Word, PowerPoint).
• Excellent communication and interpersonal skills to inspire and guide teams.
• Strong understanding of ITIL principles (certification is a plus).
• Experience with CRM systems and helpdesk tools.
• Ability to thrive in a fast-paced, changing environment.
• Willingness to work flexible hours, including weekends and holidays.

Why Americana?

Americana Restaurants

If you’re passionate about leading teams, solving complex problems, and driving service excellence — this is your opportunity to make an impact at scale.