The Technical Support Team Lead is accountable for the day-to-day performance, discipline, and development of a Technical Support team. The role converts Support priorities into measurable execution by managing case flow, improving 24-hour resolution, reducing backlog and aging, maintaining service quality, and coaching team members to consistent performance. The Team Lead uses operational data to identify risks, remove blockers, and drive corrective action. The role supports escalations when leadership intervention is required, while keeping case ownership and routine resolution at the appropriate support tier.

Key Responsibilities.

• Operational Performance and Case Flow.
• Own daily team performance across 24-hour resolution, backlog and aging, productivity, quality, customer satisfaction, and schedule adherence.
• Manage queue health and workload distribution throughout the day, taking timely action on unassigned, aging, high-impact, and at-risk cases.
• Use dashboards and case-level data to identify performance gaps, trends,



and controllable drivers; convert findings into actions with a clear owner and due date.
• Ensure agents follow case ownership, documentation, customer communication, follow-up, and closure standards consistently.
• Adjust priorities and coverage in response to demand, incidents, absences, and service risks, escalating capacity constraints when local action is insufficient.
• People Leadership and Accountability.
• Set clear expectations and translate team and individual scorecards into specific performance commitments.
• Conduct regular one-to-one coaching, performance reviews, and development conversations supported by operational and quality data.
• Recognize strong performance and address underperformance promptly through documented coaching and formal performance processes when required.
• Build team capability through targeted coaching, mentoring, skill development, and cross-training based on observed gaps and business priorities.

📌 Technical Customer Support Team Lead (Monterrey)
🏢 Vontier
📍 Monterrey