Software Support Team Lead

Overview

Diagnostic Group, LLC is part of the Demant Group. Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.

The Demant group covers five business areas: Hearing Care, Hearing Aids, Hearing Implants, Diagnostics, and Communications.

Diagnostic Group, LLC is looking for an experienced Software Support Team Lead to join our team onsite at our corporate office in Eden Prairie, MN. The Software Support Team Lead works as a player/coach in Demant Diagnostic’s Software Support team and is responsible for organizing work, monitoring trends, driving resolution, leading ad hoc projects, training, and task related feedback delivery. The Software Support Team Lead also analyzes information and makes recommendations for continuous improvement to deliver maximum value to our customers.

The ideal candidate will have a background in IT or product/technical support as a strong individual contributor that can simultaneously influence and lead their peers informally to achieve common department objectives.

Benefits include Medical, Dental, Vision, 401(k) with Match, Life Insurance, Paid Time Off (PTO), Paid Holidays, Employee Perks, & Employee Assistance Program.

Responsibilities

• Oversee and lead day-to-day operations of the helpdesk; ensuring support tickets are promptly and appropriately assigned and completed.
• Act as first point of contact for scheduling, ensuring coverage for department hours of operation and other commitments such as external training.
• Monitor trends and potential breach points within helpdesk, advising department head to consistently meet or exceed current metrics regarding ticketing, customer feedback, and call handling.
• Take inbound calls as needed in relation to department needs.
• Assign & review tasks in Team Planner; follow up on incomplete/past due tasks and advise department head as appropriate.
• Provide teach-backs to colleagues for improvement on case completion; taking ownership over most critical cases as deemed necessary.
• Ensure department guidance is being followed through periodic ticket and call auditing.
• Organize the onboarding and training process ensuring new team members get up to speed quickly and deliver a high level of support.
• Report all performance concerns to department head in a timely manner.
• Act as escalation point within the team for customer complaints and other sensitive situations.
• Make suggestions on measures to reduce customer issues and effort.
• Work cross-functionally across the company to promote working relationships with other departments.
• Perform all other duties as assigned to meet department needs.

Qualifications

Required Skills/Abilities:

• Strong player/coach with the ability to quickly pivot between working individually and guiding others to perform work.
• Conflict resolution skills and ability to remain calm under pressure.
• Takes charge and makes decisions within defined authority limits.
• Accountable: finds and focuses on solutions to drive resolution.
• Critical thinking skills to navigate new and undefined situations.
• Active listener with strong interpersonal skills and verbal/written de-escalation techniques.
• Ability to bring a diverse group of individuals with varying skillsets together to achieve a common goal.
• Exceptional organizational and time management skills.
• Best-in-class written and verbal communication with colleagues, customers, and distributors.
• Committed to the success of the department and company with a can-do attitude to deliver best-in-class support.
• Provides open and honest feedback both downstream and upstream.
• Experience administering ticket/case management system.
• Advanced knowledge of Microsoft Windows including permissions, Active Directory, services, & Group Policy Objects.
• Working knowledge of Office 365.
• Intermediate knowledge of relational databases (client-server configuration, installation, troubleshooting).

Education and Experience:

• Bachelor’s degree in computer sciences/information systems OR equivalent experience with 4+ years in customer-facing technical role.
• Experience/exposure to IT Service Management (ITIL) principles; ITIL v4 Foundation certification within 6 months of hire.
• Previous experience, formally or informally, as the leader of a team.
• Experience administering ticket/case management system.

Travel:

• This position is subject to travel up to 10% of the time (Domestic & International) to customer locations and other Demant offices.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.

Diagnostic Group, LLC is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.