Technical Team Lead

About Darkhorse Tech

Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.

As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it’s clients.

Constantly building on our 12+ years of experience we are now servicing roughly 1300 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.

About You

Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.

You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can’t you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.

Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.

Technical Team Lead Summary

As a Technical Team Lead, you will provide guidance and support to our service technicians by fielding questions, issues, and escalations. You will also drive customer service and KPIs for the team and for individual technicians.

Responsibilities

• Serve as the primary point of contact for all technician questions and issues
• Serve as the primary point person monitoring Slack channels to ensure technicians are receiving ideas and guidance to resolve their tickets
• Serve as the first line of defense for escalations; Manage high priority escalations with finesse and respond in a timely manner; Engage directly with customers and management and ensure robust status communication
• Monitor the service board and Nilear to ensure technicians are completing tickets in a timely manner; Provide guidance or reassign tickets as needed when technicians are stuck and cannot move forward
• Collaborate with Service Coordinators and Service Board Analysts to ensure effective flow of tickets
• Provide additional support as needed on days that are busy or short-staffed
• Drive customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value
• Drive Darkhorse service KPIs as a team and for each individual technician
• Schedule and lead regular meetings with each technician on your team to discuss goals and commitments

Qualifications and Skills

• Knowledge of PC hardware installation, repair, testing, and troubleshooting
• Knowledge of scripting within a Windows environment
• Familiarity of Microsoft Windows and Office applications
• Familiarity of Cisco networks
• Proven troubleshooting and problem-solving skills
• Organization and attention to detail
• Ability to multitask
• Ability to work independently without assistance from others
• Ability to manage and direct the work of others
• 1-2 years of tech support experience
• 1-2 years of leadership and training experience in an IT environment is required; Experience in an MSP environment is highly preferred
• 1-2 years of customer service experience
• Bachelor's degree in Information Technology or Computer Science is preferred