Technical Support Lead

Kavaliro is seeking a Technical Team Lead in Jacksonville to be a hands-on leader for the technical support team. This role involves guiding performance, mentoring, and ensuring best practices are consistently followed. The lead acts as the primary subject-matter expert for client products and processes, offering direction on troubleshooting and serving as a key escalation point for complex technical issues and customer concerns.

Must Have

• Resolve complex and escalated service tickets with a focus on timely, high-quality outcomes
• Act as a liaison between technical analysts and leadership to ensure clear communication and alignment
• Support team development through call monitoring, coaching, and constructive feedback
• Partner with clients to identify, assess, and resolve technical challenges
• Analyze user requirements and recommend or implement system improvements
• Configure and support Broad POS and changes within assigned support scope
• Maintain a strong working knowledge of supported systems, applications, and security practices
• Contribute to and maintain internal knowledge base documentation with management approval
• Monitor and respond to email and site chat inquiries, while training team members on these channels
• Troubleshoot RMA-related issues, coordinating escalations to technicians for device repairs
• Recommend system upgrades, repairs, application enhancements, and equipment testing as approved
• Assist with onboarding new analysts and identify ongoing training needs for existing team members
• Strong verbal and written communication skills in English
• Customer-focused mindset with a commitment to professional service delivery
• Self-starter who is adaptable and proactive in a fast-paced environment
• Proven ability to diagnose and resolve technical issues efficiently
• Advanced understanding of computer systems and server hardware
• Detail-oriented, dependable, and highly motivated
• Strong interpersonal and active listening skills
• Ability to motivate, influence, and lead by example
• Minimum of three years of experience in a Tier 2 technical support role

Good to Have

• Bachelor’s degree in Computer Services or a related field

Kavaliro is seeking a Technical Team Lead for our local client in Jacksonville, who will be a hands-on leader working side by side with the technical support team to guide performance, provide mentorship, and ensure best practices are consistently followed. This role acts as the primary subject-matter expert for the client's products and processes, offering direction on troubleshooting and serving as a key escalation point for complex technical issues and customer concerns.

Supervisory Responsibilities

• No direct supervisory responsibilities

Key Responsibilities

• Resolve complex and escalated service tickets with a focus on timely, high-quality outcomes
• Act as a liaison between technical analysts and leadership to ensure clear communication and alignment
• Support team development through call monitoring, coaching, and constructive feedback
• Partner with clients to identify, assess, and resolve technical challenges
• Analyze user requirements and recommend or implement system improvements
• Configure and support Broad POS and changes within assigned support scope
• Maintain a strong working knowledge of supported systems, applications, and security practices
• Contribute to and maintain internal knowledge base documentation with management approval
• Monitor and respond to email and site chat inquiries, while training team members on these channels
• Troubleshoot RMA-related issues, coordinating escalations to technicians for device repairs
• Recommend system upgrades, repairs, application enhancements, and equipment testing as approved
• Assist with onboarding new analysts and identify ongoing training needs for existing team members

Required Skills and Abilities

• Strong verbal and written communication skills in English
• Customer-focused mindset with a commitment to professional service delivery
• Self-starter who is adaptable and proactive in a fast-paced environment
• Proven ability to diagnose and resolve technical issues efficiently
• Advanced understanding of computer systems and server hardware
• Detail-oriented, dependable, and highly motivated
• Strong interpersonal and active listening skills
• Ability to motivate, influence, and lead by example

Education and Experience

• Bachelor’s degree in Computer Services or a related field preferred
• Minimum of three years of experience in a Tier 2 technical support role

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.