Colorado Judicial Branch
Customer Support Team Lead
Job Title
Customer Support Team Lead
Job Code
R44080
Job Series
Customer Support
FLSA Status
Exempt
OCC Group
Professional Services (PS)
Signature of the State Court Administrator approval available on file in the Human Resources Division.
General Statement Of Duties
The Customer Support Team Lead supervises and coordinates the workflow of the Customer Support Technician team in accordance with quality service standards. In addition, this position will act as a liaison between external vendors and Information Technology Services (ITS) Senior Management and team members to ensure communication and coordination of customer support center activities such as problem resolution, system upgrades and service level performance of support center technicians.
Distinguishing Factors
Work is distinguished from customer support technicians by its inclusion of direct supervisory responsibilities which may include the scheduling of resources, providing direction and instruction to staff concerning operating procedures and policies necessary to achieve division objectives. This position monitors, measures and communicates service level performance to the ITS management team. The position recommends and initiates process improvements to maximize business efficiencies.
Essential Functions Of the Position
Leads and manages the Customer Support Technician team within the Judicial Department. Manages the workflow of the unit to maximize efficiency.
Develops, communicates and implements policies and procedures.
Assists, coaches and mentors customer support technicians in conducting Integrated Colorado Courts E-filing System (ICCES) and Judicial Paper on Demand (jPOD) training.
Supervises assigned staff; screens, prioritizes and assigns tasks and projects; counsels, trains and coaches customer support technicians on ways to improve customer support; develops staff skills and conducts performance evaluations; coordinates recruiting efforts for customer support team.
Works with ITS senior management to develop and implement processes, procedures and operational enhancements to ensure support center activities meet business requirements and goals, fulfill end-user requirements, and identify and resolve system issues.
Develops relationships and works with external vendors to enhance the customer support center needs.
Provides leadership by organizing, developing and coordinating day-to-day activities of the support center.
Establishes expectations and provides employee performance feedback on an on-going and annual basis.
Assist customer support technicians in establishing goals.
Evaluate customer support technicians’ goal achievement through conferences or informal meetings.
Provide recommendations regarding customer support technician’s employment probationary/trial period.
Monitors support center statistics, team, and individual productivity to ensure service expectations are achieved. Responsible for overall quality of customer service provided by the customer support team.
Ensures all work items are completed accurately and all requests are responded to on a timely basis.
Collaborates with managers and team members to manage integration of projects and initiatives.
Participates in the administration, monitoring and cost control of operational budget as necessary.
Prepares and maintains written documentation, instructions or procedures including user training manuals and other support materials.
Identifies and resolves customer concerns and problems. Assists with escalated service issues and complicated situations.
Attends meetings as required.
Performs other duties as assigned.
Supervisor Responsibilities
Has supervisory accountability to include planning, directing, and coordinating all activities of the support center. Duties include scheduling and assigning of work, training in all facets of work, quality control, and input on decisions impacting the pay, status and tenure of others. Conducts performance appraisals and may provide input and participate in discipline, dismissal, and hiring processes.
Minimum Education
Graduation from an accredited college or university with a bachelor's degree and three years of experience in technical customer support. Supervisory experience preferred or successful completion of “Path to Supervision”. Additional work experience may be substituted on a year-for-year basis for the required education.
Legal, probation and/or court experience preferred.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk and hear the employee is frequently required to sit and reach with hands and arms and perform repetitive motions with wrists, hands, and fingers. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds or more. Specific vision abilities required by this position include close vision, color vision, depth perception, ability to adjust and focus, and the ability to see clearly at 20 feet or more.
Work Environment
Frequently handles emergency or crisis situations and may be subject to varying and unpredictable situations and work hours. The employee is subject to frequent interruptions, multiple calls and inquiries, and may occasionally handle absentee replacement on short notice. The noise level in the work environment is usually moderate.