Application Support Team Lead
Role Overview
A Chicago based Insurance firm is seeking an Application Support Team Lead. In this role you'll be tasked with managing a group of technical support professionals, ensuring timely resolution of software issues, and fostering a culture of continuous improvement and customer focus. This role combines leadership, technical expertise, and cross-functional collaboration to enhance system reliability and user satisfaction.
Key Responsibilities
- Team Leadership & Development: Supervise and mentor a team of support engineers, promoting skill growth through coaching, performance feedback, and career development initiatives.
- Issue Management: Oversee the intake, prioritization, and resolution of technical incidents. Ensure accountability and visibility throughout the lifecycle of each issue.
- Process Improvement: Design and refine support procedures to boost operational efficiency and reduce resolution times.
- Cross-Team Collaboration: Work closely with engineering, product, and operations teams to address recurring issues and improve system stability.
- Documentation Standards: Ensure comprehensive and accurate records of troubleshooting steps, resolutions, and post-incident reviews.
- Customer Advocacy: Promote a service-oriented mindset across the team, emphasizing clear communication, empathy, and professionalism.
Required Qualifications
- Minimum 2 years of experience leading a technical support or engineering team.
- At least 5 years of hands-on experience in technical support, software engineering, or a related field.
- Strong analytical skills with a proven track record in root cause analysis and long-term issue resolution.
- Experience with observability tools (e.g., DataDog, Splunk).
- Familiarity with NoSQL databases (e.g., MongoDB).
- Exposure to cloud platforms (e.g., AWS, GCP, Azure).
- Excellent communication and organizational skills, with the ability to motivate and guide teams.
- Demonstrated success in driving process enhancements in dynamic environments.
Preferred Skills
- Understanding of modern frontend frameworks (e.g., Angular) and backend technologies (e.g., Node.js).
- Basic scripting knowledge (e.g., Python, Bash).
- Strong customer orientation with the ability to balance technical depth and business impact.
This role must sit out of the firms Chicago office working in a hybrid model of 3 days a week on site.
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