What does a technician support team leader do?
The Technician Support Team Leader is tasked with leading and training the technical support team. As a team leader, you will be required to organize scheduled staff reviews and communicate new procedures and policies with them. Your key role is to ensure that all goals are met. For all that you'll do, you'll have to ensure that the staff under you are highly productive, and you'd have to come up with ways to increase their productivity.
Technician support team leader responsibilities
Here are examples of responsibilities from real technician support team leader resumes:
- Manage a team SharePoint portal consisting of over 200 documents.
- Serve as a SME and the main point of contact when agents and other leads have questions.
- Support network connectivity issues for TCP/IP, RAS, VPN, DSL, and others.
- Develop familiarity with Unix and Linux network operating systems.
- Coordinate set up of POS equipment for new stores.
- Experience in working with network diagnostic tools, DHCP, DNS
- Maintain server security, TCP/IP configuration, troubleshooting, and hardware configuration.
- Experience supporting remote connections, VPN, desktop firewalls, and wireless routers.
- Trouble shoot POS (point of service) errors that are network impact.
- Test OS patches and schedule and deploy to machines according to SoNH patching schedule/guidelines.
- Analyze the PostgreSQL RDBMS using SQL, import customer data, and generate accounts.
- Work with UNIX and production teams to analyze the company's current storage situation.
- Perform advanced PC, intermediate UNIX and basic network troubleshooting in a call center environment.
- Create database on SQL server; design and create tables, views, triggers and store procedures.
- Maintain office cabling, routing and communication infrastructures by installing and terminating LAN copper cables as needed.
Technician support team leader skills and personality traits
We calculated that 11% of Technician Support Team Leaders are proficient in Customer Service, Printers, and Desktop Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Technician Support Team Leaders that have these skills listed on their resume here:
- Customer Service, 11%
Completed voluntary six-week customer service training to learn ways to enhance customer satisfaction and improve productivity when resolving Internet connectivity issues.
- Printers, 5%
Installed, configured and provided triage support for desktops, laptops, printers, scanners, PDA, plus server connectivity.
- Desktop Support, 4%
Managed technical support/help desk team in providing desktop support to North Island Credit Union employees and volunteers.
- Customer Support, 4%
Developed staff technical skills while maintaining full customer support caseload.
- Linux, 4%
Provided Internet connectivity support for customers using Windows, Macintosh and Linux
- Technical Issues, 3%
Authored technical troubleshooting briefs used in Call Center identification of technical issues and solutions.
Most technician support team leaders use their skills in "customer service," "printers," and "desktop support" to do their jobs. You can find more detail on essential technician support team leader responsibilities here:
Customer-service skills. The most essential soft skill for a technician support team leader to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, a technician support team leader resume shows how their duties depend on customer-service skills: "streamlined corporate-wide support procedures resulting in consistent customer support across product lines. "
Listening skills. Another soft skill that's essential for fulfilling technician support team leader duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to a technician support team leader resume, here's how technician support team leaders can utilize listening skills in their job responsibilities: "listen to and train employees on how to properly create tickets, trouble shoot an issue and provide customer service. "
Problem-solving skills. Another skill that relates to the job responsibilities of technician support team leaders is problem-solving skills. This skill is critical to many everyday technician support team leader duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "provided technical customer support for convergent network solutions. "
Speaking skills. A big part of what technician support team leaders do relies on "speaking skills." You can see how essential it is to technician support team leader responsibilities because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical technician support team leader tasks: "addressed & escalated customer issues to ensure successful internet usage. "
Writing skills. Another crucial skill for a technician support team leader to carry out their responsibilities is "writing skills." A big part of what technician support team leaders relies on this skill, since "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." How this skill relates to technician support team leader duties can be seen in an example from a technician support team leader resume snippet: "manage and organize information, writing, interpersonal, oral communication, and customer service skills. "
The three companies that hire the most technician support team leaders are:
- RELX7 technician support team leaders jobs
- ManTech3 technician support team leaders jobs
- The Salvation Army3 technician support team leaders jobs
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Compare different technician support team leaders
Technician support team leader vs. Level senior technician
A senior-level technician is responsible for handling more complex maintenance resolution, ensuring that the facilities and machinery perform efficiently and accurately to support business functions and avoid operational delays. Senior-level technicians conduct installations and upgrades to mechanical systems for optimization, complying with the internal guidelines and safety regulations. They also monitor the adequacy of inventories and negotiate with suppliers with low-cost but high-quality materials. A senior-level technician writes progress reports, including the resolution of technical issues for reference, identifying the source of failures, and recommending strategies to prevent its reoccurrence.
There are some key differences in the responsibilities of each position. For example, technician support team leader responsibilities require skills like "printers," "lan," "inbound calls," and "direct reports." Meanwhile a typical level senior technician has skills in areas such as "technical support," "troubleshoot," "pc," and "sccm." This difference in skills reveals the differences in what each career does.
Level senior technicians really shine in the finance industry with an average salary of $99,948. Comparatively, technician support team leaders tend to make the most money in the technology industry with an average salary of $91,502.The education levels that level senior technicians earn slightly differ from technician support team leaders. In particular, level senior technicians are 0.2% less likely to graduate with a Master's Degree than a technician support team leader. Additionally, they're 0.3% more likely to earn a Doctoral Degree.Technician support team leader vs. Contractor/technician
Lead technicians are technicians who oversee the technical needs of a specific project or department. They are usually tenured employees, and their familiarity with the company's technical and technological processes, software, and hardware would be a great advantage in succeeding in their role. Lead technicians are responsible for installing, updating, and maintaining various software and hardware components in the office. They often manage a group of technicians, and they ensure that the group they manage is properly trained and well-versed on the processes of the company. Lead technicians are expected to have strong analytical skills and decision-making skills.
In addition to the difference in salary, there are some other key differences worth noting. For example, technician support team leader responsibilities are more likely to require skills like "customer service," "printers," "customer support," and "sql." Meanwhile, a contractor/technician has duties that require skills in areas such as "pc," "network printers," "r," and "sql server." These differences highlight just how different the day-to-day in each role looks.
Contractor/technicians earn similar levels of education than technician support team leaders in general. They're 0.5% less likely to graduate with a Master's Degree and 0.3% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for technician support team leaders in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Technician support team leader vs. Lead technician
A customer support technician is responsible for resolving customer complaints with their network issues through remote communication, providing the customers with a step-by-step procedure to fix their systems. Customer support technicians assist the customers in setting up their programs and applications, guiding them with the instructional manuals, and responding to the inquiries and concerns they have. They also escalate high-level complaints to the immediate supervisor as needed while monitoring system solutions and creating technical tickets.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a technician support team leader is likely to be skilled in "printers," "desktop support," "customer support," and "os," while a typical lead technician is skilled in "java," "architecture," "digital transformation," and "database."
Lead technicians make a very good living in the retail industry with an average annual salary of $109,487. On the other hand, technician support team leaders are paid the highest salary in the technology industry, with average annual pay of $91,502.When it comes to education, lead technicians tend to earn higher degree levels compared to technician support team leaders. In fact, they're 7.2% more likely to earn a Master's Degree, and 0.4% more likely to graduate with a Doctoral Degree.Technician support team leader vs. Customer support technician
Types of technician support team leader
Updated January 8, 2025
