{"id":3180537,"url":"https://alion.io/job/cushman-wakefield-technical-support-team-lead","title":"Technical Support Team Lead","company":{"id":448742,"name":"Cushman & Wakefield","domain":"cushmanwakefield.com","url":"https://alion.io/company/cushmanwakefield-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Saint Louis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":66130,"max":77800,"currency":"USD","period":"year","gross":null,"usd_annual":77800},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Active Directory","optional":true},{"name":"Azure","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-23T21:21:23Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-26T22:56:15Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Title\nTechnical Support Team LeadJob Description Summary\nThe Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.Job Description\nJob Position: Virtual Genius Bar\nBusiness Title: Technical Support Team Lead\nREPORTS TO: Midwest Territory Manager\nCLASSIFICATION: Exempt\nRole Overview\nThe Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.\nKey Responsibilities\nDaily Management: Oversee shift activities, manage attendance, and adjust daily schedules to match call or message volume.\nAgent Coaching: Monitor live interactions, evaluate performance, and provide regular feedback to improve soft skills.\nEscalation Handling: Take over difficult customer calls or chats when agents need help resolving a tense situation.\n Performance Tracking: Review key metrics like Average Handle Time (AHT) and customer satisfaction scores.\nTeam Support: Assist with hiring, onboard new staff, and help train the team on new products or tools.\n\nResponsible for but not exclusive to the following:\nProvides oversight and supervision of team of Technical Support Associates\nScheduling and resource management for the team.\nResponsible for performance management process including performance feedback, performance evaluations.\nEscalation Management\nPC break fix support for the business within market.\nFacilitation of onboarding and off-boarding.\nMS Teams support.\nMobile phone/device support (IOS & Android).\nTraining end-users and assisting with deployment of new technology.\nAssist remote support staff when additional resources are required.\nMaintain established service level agreements to meet customer expectations and quality standards.\nSupport for North American Brokerage and Valuation and Advisory service lines, including company executives.\nWorking with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.\nACCOUNTABILITIES\nDaily work routinesPerform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.\nSmart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.\nProviding documented input to keep knowledge-based articles and procedural documentation up to date.\nProvide proper ticket and incident management.\nEnsure onboarding, off-boarding, and asset management processes are followed.\n\n Request ManagementProvide proper ticket management to ensure requests are updated and resolved in a timely manner.\nEnsure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).\n\nIncident ManagementProvide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.\nProvide accurate and clear resolution documentation within the incident ticket.\nEscalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.\nParticipate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.\nResponsible for 2nd level point of escalation from Service Desk.\nResolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.\n\nProblem ManagementAssist with trend and root cause analysis.\nProactively identify and communicate problem trends found as part of incident resolution.\n\nTechnology EnablementComplete in-house training on new technologies, services, processes, and policies as they are released.\nConduct information sessions aimed to promote end user adoption of technology products and services.\nEducate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.\n\nProject WorkParticipate in or provide feedback to project testing stages.\nSupport projects as required for supported sites.\n\nMetrics, Reporting & Service PerformanceMonitor operational metrics including SLA performance, ticket backlog, first-contact resolution, aging tickets, customer satisfaction, and technician productivity.\nPrepare recurring performance reports, dashboards, and operational summaries for leadership review.\nIdentify service trends, recurring issues, and performance gaps that require corrective action or process improvement.\nUse ServiceNow and other reporting tools to track team workload, demand patterns, and service outcomes.\nPartner with leadership to define and improve key performance indicators for the Virtual Genius Bar service.\n\nMINIMUM REQUIREMENTS\nBachelor's degree or equivalent experience; related computing field preferred.\n3+ years of technical experience in a corporate environment (multi-state,10,000+ employee base corporate environment is preferred).\nKnowledge of IT processes, general controls, project management, and system development life cycles.\nITIL Foundation certification or knowledge is a plus.\nIndustry-related technical certificates are a plus or any similar combination of education and experience.\nHas supervisory experience / skillset.\nExcellent Soft Skills including:Customer service, including written and verbal communication.\nConflict resolution.\nStrong analytical and problem-solving skills.\nStrong interpersonal skills required to interact with end user clients and team members across the organization.\nTime management skills, to balance and prioritize work.\nAbility to work independently and as part of a team.\n\nProficient with Windows OS.\nProficient with MS Office 365, including MS Teams.\nKnowledge of enterprise ticketing systems (Service Now, or similar is a plus).\nActive Directory, Intune and Azure fundamentals.\nFamiliar with remote support tools.\nMac experience is a plus.\nCushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.\nThe compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.\nThe company will not pay less than minimum wage for this role.\nThe compensation for the position is: $ 66,130.00 - $77,800.00Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.\nIn compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email . Please refer to the job title and job location when you contact us.\nINCO: “Cushman & Wakefield”","description_format":"text","description_chars":8085,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial Real Estate","Property Management","Real Estate Brokerage","Facilities Management"],"lifecycle":[{"event":"open","at":"2026-10-23T21:21:23Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":0.9,"age_days":2,"expected_fill_days":6,"reasons":["conf:1","velocity","win:mid","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":77800,"is_top_pay":false},"html_url":"https://alion.io/job/cushman-wakefield-technical-support-team-lead","json_url":"https://alion.io/job/cushman-wakefield-technical-support-team-lead.json","meta":{"generated_at":"2026-10-26T23:05:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31356,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":448742},"rest":"https://alion.io/mcp/rest/get_company?id=448742"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcushman-wakefield-technical-support-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcushman-wakefield-technical-support-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcushman-wakefield-technical-support-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cushman-wakefield-technical-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcushman-wakefield-technical-support-team-lead"}]}