Job Information
Aldridge Technical Support Team Lead in San Antonio, Texas
Who We Are:
Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity-backed company is a technology management consulting, and outsourcing firm that provides best-fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, and Seattle, the company’s unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients. With a strong reputation for delivering high-quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals.
Technical Support Team Lead:
Aldridge is a forward-thinking organization committed to delivering innovative technology solutions and exceptional service to our clients. As we continue to grow, we are seeking a highly motivated and driven Technical Support Team Lead to join our dynamic team. This position offers exciting opportunities to lead and inspire a team of skilled support specialists, ensuring the delivery of top-tier service to our clients.
Position Overview:
The Support Team Lead works closely with the Technical Manager to ensure exceptional service delivery to clients. This role involves overseeing the day-to-day operations of the support team and acting as a technical escalation point for support specialists. We are looking for a motivated individual who takes ownership of their responsibilities and values recognition for achieving measurable results.
The ideal candidate will have a strong technical support background, be highly people-oriented, and demonstrate a strong customer-focused mindset. They will possess a deep understanding of the challenges faced by support teams and be committed to fostering a positive, collaborative, and effective team environment.
Key Responsibilities:
As an Individual Contributor
Successfully research and identify solutions to software and hardware issues.
Diagnose and troubleshoot advanced technical issues, including but not limited to firewalls, switches, servers and cloud environments such as Azure, account setup, network configuration, application support, AD/Entra ID management, etc.
Provide critical incident management and be the interface between clients and technical teams within the company during outages and other major events.
Prioritize and manage several open issues at one time.
Document and follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Ensure compliance with resolution targets as defined in the ITO Operational Level Agreement (OLA).
Demonstrate a commitment to client satisfaction by delivering exceptional services and solutions while fostering long-term relationships through in-person and virtual interactions.
Support seamless service delivery by acting as a technical escalation point for complex issues. Meet Utilization Targets to optimize resource efficiency and maintain high productivity
As a Leader
Coach and mentor the team for continuous improvement in achieving team and individual goals.
Provide leadership with visibility regarding daily and monthly team performance, and processes.
Track, analyze, and report key metrics within the organization.
Collaborate with other teams and departments to enhance the client experience as needed.
Review customer feedback, such as CSAT and NPS, and address it accordingly.
Actively identify and implement opportunities for process improvement and productivity enhancement through the execution of various projects.
Qualifications:
Minimum 3 years of experience in a L3 Technical Support role
Minimum 1 year of demonstrated success in leading teams to resolve complex technical challenges effectively.
Broad technical expertise across the full operating environment, including networking, servers, and security technologies.
Skilled at proactively identifying and addressing operational issues with minimal supervision.
Exemplifies leadership by understanding and promoting the connection between client success and organizational growth.
Extensive experience with advanced problem-solving methodologies and troubleshooting techniques.
Strong organizational and time management abilities with exceptional attention to detail.
Excellent communication and interpersonal skills to build effective relationships.
Experience with ticketing systems; prior experience with ConnectWise is a plus.
Hybrid work schedule:
Optional work from home days are Mondays and Fridays
Required in-office days are Tuesdays, Wednesdays and Thursdays
Travel will be required up to 50% within territory
Additional Requirements:
Physical ability to stand, walk or sit for extended periods
Must be comfortable with periodically lifting 25 pounds
Aldridge Core Values:
Build Trust – We continuously earn the trust of our partners through genuine, transparent communication, and unflinching accountability.
Take Swift, Meaningful Action – When every second matters, we drill to the core question and act decisively.
Create Best-Fit Solutions – More ≠ better – We create the most value for the least added overhead and complexity.
Evolve & Improve – We know the power of a growth mindset. We do not let fear of failure stop us from finding new, and better ways to do things.
Benefits:
Competitive Salary and Incentive Plan
Generous Employer Contribution to Health Benefits Package
401(k) Matching
4 Weeks Paid Time Off per year, plus additional days for community service
Ongoing Training and Professional Development Opportunities
Free Snacks and Beverages!
Aldridge is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender, age, veteran status, or any other basis covered by appropriate law. We celebrate diversity and are committed to creating an inclusive environment for all our employees. All employment is based on qualifications, merit, and business needs
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