Keys to writing a support lead job description. Zippia analyzed thousands of support lead job descriptions to identify key pieces of information you want to include. Using a machine learning data analysis, we determined the following key facts about support lead job descriptions:

  • The average support lead job description intro is about 169 words
  • The responsibilities section contains an average of 30 bullets points
  • The requirements section contains an average of 10 bullets points

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Support Lead Duties

  • Manage chemical and gas specifications, ensuring they are in line with ISO requirements.
  • Lead a team of services professionals to provide store operations and point-of-sale (POS) hardware and software solutions.
  • Develop and manage a unify desktop/notebook PC image.
  • Manage ticket queues and prioritize escalations base on establish SLA's and resource availability.
  • Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to
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Support Lead Requirements

Support lead requirements can be divided into basic requirements and required soft skills. The lists below show the most common requirements included in support lead job postings.

  • Minimum of 3 years experience in a support role
  • Excellent written and verbal communication skills
  • Ability to multitask and prioritize tasks effectively
  • Proficient in MS Office Suite and CRM software
  • Knowledge of industry-specific software and tools
Required Soft Skills
  • Strong leadership and mentoring skills
  • Empathetic and patient with customers
  • Detail-oriented and organized
  • Ability to remain calm and composed under pressure
  • Positive and team-oriented attitude

Support Lead Description Example 1

Full Job Description

The Decision Support Lead - Complex Health assists leadership in making data-driven decisions by leading and/or facilitating the measurement of outcomes and program effectiveness, quality metrics and improvement, and population identification through in-depth analyses and data solutions.
Essential Functions:
Facilitate and implement unique and innovative metrics and dashboards that deliver high-impact, actionable information to the business owners in Complex HealthCollaborates with department director and other leadership to evaluate opportunities for process improvement in new or existing projects with focus on measurable benefits Lead and conduct business process and gap analysis to diagnose improvement opportunities and to develop re-usable solutions using principles of process excellence and related tools Using data analytics, assist with the identification of opportunities for improvement through collaboration with multi-disciplinary teams including but not limited to Analytics, IT, Finance, and Clinical OperationsConduct examination and explanation of complex data relationships to answer questions identified either within the department or by other departments Support operational readiness through development or facilitation of key measures and conduct continual monitoring for process improvement opportunities of initiatives Works closely with Complex Health innovation leads, product, and market teams to understand goals, outcomes, and data needs surrounding Complex Health products Assist in the review of reports and data for pattern identification, special cause variation identification, trend analysis, or other techniques that will reveal intelligence for identification of any associative or causal relationships and provide management level summaries that explain key findings across the organization's markets and products Incorporate critical thinking skills and judgment in the analysis process to determine the best course of action for each inquiry/problem Represents the department in project meetings and other meetings that require subject matter knowledge and input Perform any other job duties as requested

Education and Experience:
Bachelor's Degree in Business, Computer Science, or related field or equivalent years of relevant work experience is required Minimum of seven (7) years of related experience in Analytics, Business Intelligence development, and/or equivalent web/application development experience is required Minimum of five (5) years of experience in managing initiatives, coordinating timelines, and implementing solutions Experience translating business requirements into technical specifications is preferred Healthcare and/or Managed Care experience preferred

Competencies, Knowledge and Skills:
Experience developing data solutions using tools such as Microsoft Excel, SQL, SSRS, PowerBI, Tableau, SAS. etc.Microsoft Suite skills required Strong analytical, evaluative, problem solving, and decision-making abilities Ability to work with data and identify/implement appropriate data visualizations or presentations to extract high-impact business insights Experience in the management of large data projects including responsibility for meeting deadlines, accuracy requirements and reporting to upper management required Planning, problem identification, and resolution skills Excellent customer service skills Ability to work independently and within a team environment Critical listening, thinking skills, and verbal and written communication skills

Licensure and Certification:

Working Conditions:
General office environment; may be required to sit or stand for extended periods of time

Organization Level Competencies
Leveraging FeedbackCustomer OrientationValuing DifferencesManaging WorkEarning TrustQuality OrientationAdaptabilityInfluencingCollaborating

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer, including disability and veteran status. We are committed to a diverse and inclusive work environment.
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Support Lead Description Example 2

Full Job Description

The Apps Sup Tech Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

The Apps Support Tech Lead Analyst is responsable to partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implements solutions. Provides expertise in area and an advanced level of understanding of the principles of apps support. Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; documents requirements. Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals. Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements Considers the implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options. Acts as advisor or coach to new or lower level analysts; allocates work. Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions. Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services. Persuades and influences others through strong and comprehensive communication and diplomacy skills Performs other duties and functions as assigned Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.


6-10 years experience Practical problem solving and strategic thinking skills Demonstrated leadership, interpersonal skills and relationship building skills Service oriented attitude Ability to work in a fast-paced environment Experience working or leading requirement gathering efforts for multiple large development projects at one-time Proficient using basic technical tools and systems Good interpersonal and communication skills


Bachelor's/University degree, Master's degree preferred

Job Family Group:


Job Family:

Applications Support

Time Type:

Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review
Accessibility at Citi

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
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Support Lead Description Example 3

Full Job Description

Working in the mortgage world can be cool! Well, at least the way we do it here at Movement. We’re on the hunt for a Marketing Applications Support Lead to join our growing team, help manage our incredible vendor relationships and to lead our movehome support team.

I’m sure you’re thinking, “what’s movehome?” and also, “why is it all lowercase?” So glad you’re already asking the right questions. movehome is Movement’s sales and marketing platform that we created specifically for our loan officers. It’s brand spankin’ new. It’s what many might call “fancy-schmancy.” And we’re proud as heck of it. But, as with most new things, people are going to have questions about it. That’s where you come in.

You’ll need kindness, patience and a healthy dose of customer service prowess. Your goal is to get things done while making everyone feel valued and heard in the process. You’re solution oriented, and you take the high-road to get there.

Loan officers are busy, like, REALLY busy. They need help with adopting and learning our new systems. You will become the movehome SME (subject matter expert for those not playing marketing buzzword bingo), and help provide updates to our training, development and leadership teams.

The perfect person for this role knows how to move high priority tickets to the front of the line and make sure updates are communicated along the way. You will ensure others on the support team are providing best in class customer service to our customers - the loan officers.

When you’re not working on movehome, we want you to liaise with our marketing vendor partners. Yes, liaise. These partners provide all kinds of tools to help our sales field market themselves; you’ll serve as the line of communication between both parties.

We are NOT your average mortgage company. Our execs wear T-shirts instead of suits. Almost half of the company’s profits go to a non-profit foundation to uplift underserved communities. We believe in our work and have a lot of fun doing it.

TL;DR: We’re looking for someone great, who loves to problem solve and wants to be a part of the best department in an amazing company with a noble purpose. Sound like something you could be interested in?
Support Responsibilities
Lead our support team (indirectly) by providing business expectations and manage ticket escalations Work with our internal comms team and training team to ensure all parties are aware of any technical issues that affect the masses Become a SME of movehome Manage and communicate enhancement requests to our development team Help prioritize tickets and enhancements Become the point of contact for any L1-L2 tickets that the support team may have. Become the point of contact for support escalations for training team and LOs Provide weekly movehome support metrics to leadership Create and update movehome knowledge base alongside the marketing operations manager Manages and assists with the movehome inbox for high level training questions Assist with trainings and demos as needed Assist with VIP onboarding / white glove service support for all of our top producers Identify opportunities for and implement service improvements across all functional areas (training, knowledge management, documentation, processes, etc.) Work with cross-functional teams to set priorities based on company goals/roadmap
Vendor Management Responsibilities
Be the point of contact for all marketing vendors (, Total Expert, Updater, SimplyNoted etc.) Assist in quarterly audits of marketing platforms to analyze usage optimization Stay up-to-date on application releases and new functionality and implement those on training platforms Utilize the correct teammate(s) to effectively communicate updates to the field Escalate and quickly solve vendor related ticket items Hold regular meetings with vendors Seek ways to integrate with movehome and/or improve current operations

What We’re Looking For
2-3 years of customer support experience 2+ years of supporting a cloud based application Great bedside manner and positive attitude Quickly recognizes when an issue needs to be escalated and how to resolve it quickly Enjoys data analytics and can provide support metrics on the spot Any leadership experience is a plus Ability to work cross-functionally in a matrix environment Excellent written and oral communication skills Able to manage multiple high priority tasks or projects at a single time Hands on, willing to get your hands dirty, comfortable with a very fast paced environment

About Company

At Movement, we exist to love and value people. We are disrupting the mortgage industry by lending with integrity, building outstanding corporate culture, and investing in our communities. On any given day, you might find a processor volunteering for a local charity or an underwriter winning the corn-hole tournament at the office. You'll also find that we're the seventh largest mortgage lender in the country.

So why Movement?
Competitive pay Medical, dental, and life insurance Company matched 401K Excellent career growth opportunity Fun, team-focused working environment Employee driving community outreach program
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Support Lead Job Description Faqs

What Are The Most Common Skills On A Job Description For A Support Lead?

The most common skills on a job description for a support lead are Customer Service, Cash Management, and POS.

What Does A Support Lead Do?

A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
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