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Become A Support Lead

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Working As A Support Lead

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $90,054

    Average Salary

What Does A Support Lead Do At Accenture

* Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.
* Understands the strategic direction set by senior management as it relates to team goals.
* Uses considerable judgment to determine solution and seeks guidance on complex problems .
* Primary upward interaction is with direct supervisor.
* May interact with peers and/or management levels at a client and/or within Accenture.
* Determines methods and procedures on new assignments with guidance .
* Decisions often impact the team in which they reside .
* Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

What Does A Support Lead Do At Amerisourcebergen Corporation

* Develops and maintains metrics around the systems and institutes a process for continuous improvements.
* Conducts reviews periodically with users and vendors.
* Defines and ensures continuous monitoring procedures are set according to the standard procedures and requirements.
* Creates a plan to evolve the system to reduce cost and improve system dynamics.
* Performs or coordinates Level 3/4 incident assessment and resolution on infrastructure solutions.
* Coordinates problem management and resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problem.
* Provides guidance to other team members.
* Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.
* Researches, analyzes and recommends the implementation of software or hardware changes to rectify any current or similar future problems.
* Participates in short- and long-term planning efforts with stakeholders and IT groups.
* Provides project time estimates.
* Identifies and communicates how IT infrastructure solutions can support the achievement of short- and long-range business goals.
* Supports the prioritization of requirements and helps match resources with requirements.
* Ensures all support documentation knowledge transfer to production support.
* Verifies the functionality of components and services and ensures deployment meets client's expectations.
* May perform routine maintenance tasks and server/VM patching.
* Establishes requirements, methods and procedures for routine maintenance.
* Ensures performance meets the present and future needs of the business.
* Forecasts utilization patterns and identifies modifications or upgrades.
* Recommends changes/enhancements for improved systems availability, reliability and performance.
* Plans and performs structural changes when necessary.
* Reviews checklists and scripts and updates as needed.
* Assists in the development of disaster recovery plans with service owners.
* Supports and establishes systems environment standards.
* Works with auditors and security groups to ensure adherence to governance, regulations, and compliance with policies and procedures.
* Develops SLAs or OLAs.
* Works with vendors to resolve problems and develop infrastructure solutions.
* May provide information for negotiation efforts for contracts with external vendors or individuals.
* Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness.
* Assists in the creation of documentation policies and guidelines.
* Proofreads documents for accuracy.
* Ensures documentation is developed and maintained.
* Provides technical leadership, coaching/mentoring to team members.
* Recommends training programs targeting specific areas of improvement.
* Evaluates future technologies and makes recommendations.
* Capacity management for the existing infrastructure.
* On call as assigned
* Works with analysts, architecture, and stakeholders to understand business needs.
* Leads the evaluation of technical requirements for operational projects to determine the impact to the infrastructure including equipment redundancy and capacity requirements.
* Ensures completeness of technical requirements for the implementation of system business solutions.
* Identifies requirements gaps or issues.
* Determines systems specifications, input/output processes and working parameters for hardware/software compatibility.
* Ensures proper communication/review of requirements and integration for impacted areas.
* Determines requirements impact on existing architecture, work processes and systems.
* Evaluates technical requirements for projects to determine the impact to infrastructure/applications including equipment redundancy and capacity requirements.
* Determines technical requirements’ impact on existing architecture, work processes, systems, and ongoing support.
* Explains to non
* SMEs how the proposed solution will support their requirements.
* Assists in the business process redesign and documentation as needed for new technology.
* Provides technical consulting on the integration of application systems.
* Participates in technical design review of applicable projects.
* Develops custom integration solutions including major enhancements, interfaces, functions and features.
* Explains to non
* SMEs how the proposed solution will support their requirements.
* Ensures infrastructure solutions are aligned to the business strategy and direction.
* Assists in the business process redesign and documentation as needed for new technology.
* Maintains existing capabilities, making recommendations and implementing appropriate up to date security technologies.
* Ensures the integrity of host computers, multiple databases and secure data transfer.
* Directs efforts to demonstrate that information systems are compliant with appropriate corporate policies, industry standards, government regulations, and contractual requirements.
* Leads or provides technical direction for the planning, designing, and execution of testing efforts.
* Ensures that tests evaluate all possible impacts on the current infrastructure.
* Escalates problems as needed.
* Coordinates the build and deployment and review of new, modified or enhanced infrastructure components or services.
* Ensures all support documentation knowledge transfer to production support.
* Verifies the functionality of components and services and ensures deployment meets client's expectations.
* May perform routine maintenance tasks and server/VM patching.
* Establishes requirements, methods and procedures for routine maintenance.
* Ensures performance meets the present and future needs of the business.
* Forecasts utilization patterns and identifies modifications or upgrades.
* Recommends changes/enhancements for improved systems availability, reliability and performance.
* Plans and performs structural changes when necessary.
* Reviews checklists and scripts and updates as needed.
* Assists in the development of disaster recovery plans with service owners.
* Supports and establishes systems environment standards.
* Works with auditors and security groups to ensure adherence to governance, regulations, and compliance with policies and procedures.
* Develops SLAs or OLAs.
* Works with vendors to resolve problems and develop infrastructure solutions.
* May provide information for negotiation efforts for contracts with external vendors or individuals.
* Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness.
* Assists in the creation of documentation policies and guidelines.
* Proofreads documents for accuracy.
* Ensures documentation is developed and maintained.
* Provides technical leadership, coaching/mentoring to team members.
* Recommends training programs targeting specific areas of improvement.
* Evaluates future technologies and makes recommendations.
* Capacity management for the existing infrastructure.
* On call as assigned

What Does A Support Lead Do At Raytheon

* Manage a small group of matrixed personnel from other departments to support RTS requirements at Wake island, Aur Atoll, or other extended support areas.
* Report to the Raytheon RTS Program Manager and has the authority to plan, organize and staff a surge organization using personnel from other RTS departments.
* Direct department personnel issues including hiring, firing, evaluations and disciplinary actions, and signs for material purchases
* Optics and Communications technicians are often necessary to meet Extended Support Needs.
* Additional duties as identified and assigned.
* To be successful in this role you will need: An active Top Secret clearance.
* Minimum six to eight years' experience in the areas of responsibilities described.
* Five to seven years' instrumentation leader experience.
* Bachelor's degree in a related technical field.
* This position is contingent upon contract award and government clearance, if required.
* This position may ultimately be fulfilled by a Raytheon teammate.
* Priority consideration will be given to CURRENT employees on the contract.
* For IMMEDIATE and CONFIDENTIAL consideration, please submit your resume here.
* KWAJRTN 82191
* Raytheon is an Equal Opportunity/Affirmative Action employer.
* All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran

What Does A Support Lead Do At General Electric

* You will provide excellent and timely customer service to ensure our customers are delighted with their installed SecureSuite cyber security systems.
* In the role of Cyber Tech Support Lead, you will:
* Front-line troubleshooting support for installed SecureSuite cyber security systems
* Liaison between end customer and Control Solutions Services and Engineering teams
* Record lessons learned from SecureSuite product installations and applying those lessons learned to resolve future problems encountered by our customers
* Attend CIR calls on cyber security service issues, and get issues resolved and closed in a timely manner
* Collaborate with HMI Cyber Tech Lead to ensure you have latest training and knowledge on SecureSuite cyber security systems
* Coordinate with 3rd party software (i.e., McAfee, Acronis) and hardware (i.e., HPE) providers, as necessary, for vendor related issues and troubleshooting
* During peak outage seasons, be available to assist with job overflows
* Drive collaboration with interfacing organizations such as manufacturing, engineering, and projects
* Off-hours, weekend customer support as necessary

What Does A Support Lead Do At Sears Hometown and Outlet

* Leads the Receiving and in-store operations to ensure achievement of business goals in expenses, payroll, inventory shrinkage and Associate morale
* Leads receiving processes in training; assists in action plans to improve performance
* Prices products per Outlet Pricing Guidelines and leads efforts in unit's achievement of improved margins and cost recovery
* Adheres to operational processes (i.e., receiving, replenishment, shipping and Acct.
* and ensures consistency and performance standards are met
* Develops partnership with Sears Logistics Services' (SLS) Distribution Centers and Product Repair Services
* Ensures that the unit adheres to safety policies and procedures
* Accepts overall 4 wall accountability
* Serves as a Key carrier
* Interacts with customers and associates to address their concerns
* Rings normal Outlet transactions at Point of Sale (POS)
* Maintains facilities and housekeeping
* Understands and communicates activities/trends in unit and unique local issues to management
* Performs other duties as assigned

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How To Become A Support Lead

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Support Lead jobs

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Support Lead Career Paths

Support Lead
Account Manager Technical Support Specialist Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Support Supervisor Technical Support Manager Information Technology Manager
Director Of Information Technology Services
12 Yearsyrs
Operations Manager General Manager
District Manager
7 Yearsyrs
Project Manager Program Manager
General Manager
7 Yearsyrs
Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Program Manager Information Technology Project Manager
Information Technology Director
10 Yearsyrs
Support Supervisor Systems Administrator Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Network Technician Systems Engineer Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Information Technology Manager Project Manager Program Manager
Operations Director
9 Yearsyrs
Program Manager General Manager Account Manager
Operations Manager
7 Yearsyrs
Operations Manager Branch Manager Account Manager
Product Manager
7 Yearsyrs
Project Manager Consultant Senior Consultant
Program Manager
8 Yearsyrs
Business Analyst Senior Finance Analyst Finance Manager
Sales Manager
5 Yearsyrs
Systems Engineer Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Product Manager
Senior Product Manager
9 Yearsyrs
Systems Engineer Systems Administrator Software Engineer
Senior Software Engineer
6 Yearsyrs
Office Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Information Technology Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Support Lead Demographics

Gender

  • Male

    59.5%
  • Female

    38.1%
  • Unknown

    2.4%

Ethnicity

  • White

    73.9%
  • Asian

    13.1%
  • Hispanic or Latino

    10.0%
  • Unknown

    2.3%
  • Black or African American

    0.7%
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Languages Spoken

  • Spanish

    58.4%
  • French

    8.0%
  • Portuguese

    4.8%
  • Japanese

    4.8%
  • Carrier

    3.2%
  • Hindi

    2.4%
  • Arabic

    2.4%
  • Telugu

    1.6%
  • Russian

    1.6%
  • Croatian

    1.6%
  • Italian

    1.6%
  • Chinese

    1.6%
  • German

    1.6%
  • Polish

    1.6%
  • Vietnamese

    0.8%
  • Samoan

    0.8%
  • Dutch

    0.8%
  • Mandarin

    0.8%
  • Hungarian

    0.8%
  • Bosnian

    0.8%
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Support Lead Education

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Real Support Lead Salaries

Job Title Company Location Start Date Salary
Applications Support Lead Jpmorgan Chase & Co. New York, NY Aug 22, 2016 $165,000
Oracle Support Lead TPC Group, LLC Houston, TX Jul 01, 2016 $140,567
Payroll Support Lead Biomarin Pharmaceutical, Inc. Novato, CA Jul 06, 2015 $140,000
Hyperion Financial Management Support Lead Biomarin Pharmaceutical Inc. San Rafael, CA Oct 24, 2016 $140,000
Lead Backup Support Lead Jpmorgan Chase & Co. Jersey City, NJ May 04, 2015 $140,000
Sales Support & Client Relations Consultant Lead Experian Information Solutions, Inc. Costa Mesa, CA Oct 10, 2016 $138,569
Informatica Mdm/Eim Support Lead Predica Inc. Dallas, TX Dec 05, 2016 $137,000
Technical Support Lead Red Oak Technologies, Inc. San Jose, CA Apr 27, 2015 $135,200
IS&T Test Environment Support Lead Apple Inc. Cupertino, CA May 28, 2015 $135,000 -
$161,700
Applications Support Lead JP Morgan Chase & Co New York, NY Jul 28, 2016 $130,666
Specialty L2 Support Leader GE Healthcare IITS USA Corp. Barrington, IL Jul 10, 2015 $130,000 -
$140,000
Oracle Support Lead TPC Group Houston, TX Jul 13, 2015 $130,000
Application Support Lead Jpmorgan Chase & Co. New York, NY Feb 05, 2016 $130,000
Hyperion Support Lead Biomarin Pharmaceutical, Inc. Novato, CA Feb 09, 2015 $130,000
Production Support Lead-US Infosys Limited East Hanover, NJ Apr 07, 2015 $84,700
Production Support Lead-US Infosys Limited Seattle, WA Jan 09, 2015 $84,447
Production Support Lead-US Infosys Limited Pleasanton, CA Jan 05, 2015 $84,352
Production Support Lead-US Infosys Limited Hartford, CT Jun 13, 2015 $84,322
Production Support Lead-US Infosys Limited New York, NY Jul 07, 2015 $84,202
Production Support Lead-US Infosys Limited NY Sep 12, 2015 $84,202
Production Support Lead-US Infosys Limited Lone Tree, CO Jun 15, 2015 $84,099
Production Support Lead-US Infosys Limited Hartford, CT Jun 02, 2015 $84,088
Production Support Lead-US Infosys Limited Austin, TX Dec 23, 2016 $78,413
Senior Production Support Lead IBM India Private Limited Tampa, FL Jul 20, 2016 $78,331
Production Support Lead-US Infosys Limited San Antonio, TX Jan 19, 2015 $78,290
Production Support Lead-US Infosys Limited San Antonio, TX Apr 07, 2015 $78,290
Production Support Lead-US Infosys Limited Blue Bell, PA Nov 20, 2016 $78,278
Production Support Lead-US Infosys Limited Cranberry, PA Dec 06, 2016 $78,261
Production Support Lead-US Infosys Limited Charlotte, NC Feb 10, 2015 $78,232
Production Support Lead-US Infosys Limited Saint Louis, MO Jan 05, 2016 $78,100

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Top Skills for A Support Lead

ProceduresHardwareCustomerServiceTechnicalSupportDatabasePersonnelSLACompliancePl/SqlWebDesktopSupportTroubleshootPhoneCallsSetupActiveDirectoryOnsiteUnixCustomerSatisfactionOrganizationManagementCustomerSupport

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Top Support Lead Skills

  1. Procedures
  2. Hardware
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Provided communication and training to representatives regarding policies and procedures.
  • Serve as technical consultant to management staff for hardware, software and services recommendations for future growth direction.
  • Assisted customers with their shopping experience and provided outstanding customer service.
  • Position created to coordinate approximately a dozen technical support analysts in their daily tasks.
  • Produced testing scripts for creating and manipulating databases, tables, stored procedures, views, and security settings.

Top Support Lead Employers

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