Customer Service Desk Lead (Technical)

Job Summary:

This role is responsible for managing and delivering technical support for M2M devices and airtime services (mobile and satellite) across a large, diverse customer base. The role is hands-on – personally troubleshooting and resolving complex issues while guiding and developing a small team of L2 support engineers. The role works closely with the Sales, Accounts, and mobile network provider teams to ensure prompt and effective issue resolution for customers.

Responsibilities:

• Own the end-to-end incident management lifecycle at a L2/L3 layer – define, document, and continuously improve processes; drive team adherence through training, audits, and corrective action [10%].

• Review and triage incoming customer tickets daily; assign issues to team members based on skill level, while personally managing complex or high-impact issues through to resolution; maintain clear and timely communication with customers throughout the issue lifecycle, collaborating with Sales and Accounts teams to ensure consistent communication and a coordinated response. [35%]

• Manage escalations to M2M device vendors and airtime service providers; hold third parties accountable to agreed resolution timeframes and maintain productive working relationships to support fast customer outcomes. [10%]

• Manage day-to-day team operations including workload distribution, rostering, and performance coaching; act as the first escalation point for team members and support them in resolving issues assigned to them. [10%]

• Engage proactively with airtime service providers on new services/platforms/products or changes to existing ones; lead the planning, testing, and execution of onboarding activities to ensure seamless transitions with minimal customer impact. [25%]

• Produce and present regular performance reports to stakeholders; drive process compliance and lead audits and assessments. [10%]

Minimum Qualifications:

• An engineering degree in Electronics, Telecommunications or Computer Networks or a related field.

• Minimum eight (8) years of experience in a technical support role (L2 or L3), including at least five (5) years supporting mobile airtime services, IP networks, and M2M devices, and at least three (3) years leading a technical support team.

• Experience as a power user of Cisco Jasper or equivalent M2M connectivity management platform, and CRM systems (ZOHO or Salesforce preferred).

• Strong stakeholder management skills with the ability to navigate complex, multi-party incidents effectively.

• Proven ability to lead and guide a small team of technical support engineers.

Desired Qualifications

• ITSM ticketing platform experience, preferably ZOHO Desk.

• Experience with Satellite network services like IRIDIUM, Viasat etc.

• Cisco CCNA or equivalent IP networking certification.

• Experience with Palo Alto firewalls or equivalent next-generation firewall platforms.

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

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