Support Team Lead

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $90k - $115k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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Nerdio

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Series B on 2022-12

Consulting • Healthcare • Logistics

Nerdio is a company that specializes in streamlining operations and cost optimization for enterprise IT environments, focusing particularly on Microsoft Azure, Windows 365, and Microsoft Intune. Their products, Nerdio Manager for Enterprise and Nerdio Manager for MSP, offer robust automation features that reduce management time and operational costs for managed service providers and enterprises alike. Nerdio's solutions are designed to enhance IT efficiency across industries such as financial services, education, government, and healthcare, with a strong emphasis on security, user experience, and reducing Azure costs. Recognized as a leading innovative partner by Microsoft, Nerdio helps organizations deploy and manage virtual desktops and cloud environments efficiently.

📋 Description

• Lead a team of Level 1 and Level 2 Support Engineers for the AMER-based Support Team • Provide daily guidance and direction to Support Engineers • Review cases for troubleshooting depth, documentation quality, and communication clarity • Set expectations for case ownership, follow-through, and customer updates • Act as the first escalation point for complex, high-priority, or sensitive cases • Support onboarding and ramping of new engineers • Deliver direct coaching and performance feedback • Reinforce consistent ways of working across regions • Own day-to-day performance and operation of the Support queue • Identify trends and recurring issues and partner with leadership on process improvements • Ensure escalated cases meet standards and include proper documentation and diagnostics • Monitor ticket flow, backlog, team performance, and SLA adherence • Partner with the Escalation team on clean, well-documented handoffs • Step in on high-impact cases to stabilize customer situations • Assist customers in reaching the correct Nerdio resource when Support is not the appropriate department • Provide advanced troubleshooting for complex Nerdio Manager for Enterprise and Nerdio Manager for MSP issues • Engage customers through webform emails or live troubleshooting sessions • Serve as a senior technical resource for high-impact customer cases • Collaborate with Engineering and Product teams on reproducible issues and feedback • Support Sales Engineering and Customer Success during customer engagements • Drive alignment across regions to maintain global standards

🎯 Requirements

• 5+ years of technical support, cloud infrastructure, or enterprise systems experience • Strong experience with Azure Virtual Desktop and Intune environments • Comfortable leading peers; setting technical and operational standards • Clear communication with both customers and internal stakeholders • Strong diagnostic and troubleshooting mindset • Prior experience leading or mentoring others is advantageous • Microsoft AZ-104 (Azure Administrator) and/or AZ-140 (Azure Virtual Desktop Specialty) certifications are advantageous • Prior hands-on experience with Nerdio Manager for either Enterprise or MSP is advantageous • Previous experience providing support for cloud-based services or SaaS products • Experience with ITSM systems, such as Zendesk • ITIL v4 framework • Strong working knowledge of Azure Virtual Desktop (AVD), Windows 365 Cloud PC, Microsoft Intune, Microsoft Entra ID (Azure AD), Active Directory (AD DS / Entra DS), FSLogix, and Azure networking fundamentals

🏖️ Benefits

• Competitive Base and Incentive Plan • Stock Options • Health and Welfare Plans • Life and Disability Plans • Retirement Plan • Unlimited Flexible Paid Time Off, including your birthday off! • Collaborative Team Culture

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