Team Leader – Technical Support L1/L2

About the role

Enshored is looking for an experienced Team Leader to oversee a high‑performing L1/L2 technical support team. You will act as the operational backbone, ensuring service quality, SLA compliance, and a superior customer experience for a global technology client.

Key responsibilities

• Lead, coach, and develop a team of technical support agents, conducting one‑on‑ones, briefings, and performance reviews.
• Manage scheduling, attendance, and workforce allocation to guarantee optimal coverage.
• Monitor team KPIs and SLAs, prioritize case handling, and ensure accurate documentation in ticketing systems.
• Act as the primary escalation point for complex issues and coordinate hand‑offs to Tier 3 specialists.
• Generate performance reports for senior leadership and communicate risks and operational updates.
• Identify recurring issues, report trends, and contribute to continuous‑improvement initiatives.

Required profile

• Organized, resilient, and results‑driven with a hands‑on leadership style.
• Strong customer‑first mindset, active listening, and empathetic support.
• Excellent problem‑solving abilities, able to work autonomously under pressure.
• Willingness to participate in cross‑functional meetings and drive team success.

Required skills

• Experience with Dynamics 365 ticketing system.
• Experience with Zendesk ticketing system.

What we offer

• Opportunity to shape team culture and influence service delivery for a leading global client.
• Collaborative environment with direct reporting to the Global Director of Operations.