{"id":1510115,"url":"https://alion.io/job/dnp-photo-technical-support-team-lead","title":"Technical Support -- Team Lead","company":{"id":1974705,"name":"DNP Photo","domain":"dnpphoto.com","url":"https://alion.io/company/dnpphoto-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"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":["Concord, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":180000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1268},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"IAM","optional":false},{"name":"Power BI","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-09-29T15:26:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-25T07:29:13Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"Job purpose\nThe Technical Support Team Lead supports the day-to-day operations of the technical support function across supported products, services, customers, and business channels while serving as an escalation resource, mentor, and point of coordination for routine support activities. This role assists with timely resolution of technical, product, service, and customer issues, monitors technical support queues and service levels, helps maintain knowledge resources, reviews customer experience trends, and recommends process improvements.\nDuties and responsibilities\nProvide daily leadership, coaching, mentoring, and support to Technical Support Representatives.\nServe as an escalation resource for complex issues requiring senior technical assistance or guidance, escalating to management when needed.\nMonitor assigned technical support queues, ticket aging, incoming volume, and workload distribution to help ensure timely response and resolution.\nHelp review and prioritize escalations, recurring issues, and service level concerns requiring additional follow-up.\nAssist with quality reviews of interactions, technical support cases, emails, SMS, and calls to identify coaching, training, and process improvement opportunities.\nSupport onboarding, refresher training, and employee development initiatives for technical support team members.\nPromote a positive, collaborative, and customer-focused team culture.\nAssist with reviewing customer service requests from supported communication channels, customer experience systems, and service platforms, including complaints, escalations, refund requests, and related reason codes.\nHelp identify trends in customer feedback, refund activity, support issues, and recurring problems; share findings and recommended corrective actions with management.\nAssist with reviewing shipping reports and coordinate with warehouse, logistics, Customer Service, and Operations teams to help resolve customer-impacting delays or exceptions.\nSupport maintenance of technical support collaboration sites, shared repositories, and knowledge base resources, including SOPs, FAQs, troubleshooting guides, third-party resources, and internal documentation.\nCreate, edit, organize, and recommend updates to technical support documentation to help ensure accuracy, consistency, version control, and ease of navigation.\nCollaborate with Product Management and other subject matter experts to help document new products, processes, procedures, and technical, operational, or customer-impacting changes.\nAssist with tracking and reporting on queue health, escalations, support metrics, refund trends, documentation needs, and operational issues.\nPerform other tasks as assigned by the Technical Support Manager.\nQualifications\nAssociate degree or equivalent experience preferred.\nMinimum of 3 years of customer service, technical support, or support operations experience required.\nPrevious leadership, mentoring, team lead, or supervisory experience preferred.\nExperience working with CRM, ticketing, reporting, and knowledge management systems.\nExperience using Microsoft 365 applications including SharePoint, Excel, Word, Teams, and Power BI preferred.\nStrong leadership, coaching, written communication, verbal communication, and customer service skills.\nAbility to manage multiple priorities in a fast-paced support environment.\nStrong problem-solving, analytical, organizational, and documentation skills.\nAbility to analyze ticketing trends, and operational issues to identify process improvement opportunities.\nAbility to work effectively across multiple departments, stakeholders, and external partners.\nKey Performance Indicators\nSupport queue health and ticket aging performance.\nEscalation follow-up and resolution support.\nKnowledge base accuracy, documentation updates, and knowledge-resource organization support.\nEmployee training, onboarding, and development support.\nCustomer experience and service trend review and process improvement recommendations.\nTimely identification and communication of recurring support or operational concerns.\nSupervisory Responsibilities\nThis position provides day-to-day team lead support, coaching, queue monitoring, escalation assistance, and operational coordination for assigned Technical Support team members and supported service areas. Formal supervisory authority, performance management decisions, and final operational ownership remain with the Technical Support Manager.\nPhysical Demands\nAbility to work in an office setting, and spend primary working hours at a desk using a computer and other office equipment such as printers, copiers, postage machines, etc.\nBe able to lift a minimum of 5 pounds\nAbility to go to the production floor and work with factory and warehouse employees.\nReasonable accommodations may be made to enable individuals with disabilities to perform essential functions.\nSafety Requirements\nAbility to wear required PPE if in any manufacturing area.\nDNP IAM is a 100 percent U.S. subsidiary of Dai Nippon Printing Co., Ltd. (DNP) - the world’s largest manufacturer of dye-sublimation media for photo printers and thermal transfer ribbons and barcode printers. DNP Imagingcomm America Corporation has the broadest selection of solutions for the photo retail market and products designed to address retailer’s specific business goals and objectives-backed by the quality and reliability today’s customers expect. Manufacturing, sales, and development offices of dye-sublimation media for photo printers are in Concord, NC, and more information is available at www.dnpphoto.com/en-us/.\nDNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.","description_format":"text","description_chars":5850,"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":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Photography"],"lifecycle":[{"event":"open","at":"2026-09-30T07:38:31Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.759,"p_room":0.75,"age_days":25,"expected_fill_days":30,"reasons":["conf:3","win:late"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/dnp-photo-technical-support-team-lead","json_url":"https://alion.io/job/dnp-photo-technical-support-team-lead.json","meta":{"generated_at":"2026-10-25T11:06:29Z","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":15947,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"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":1974705},"rest":"https://alion.io/mcp/rest/get_company?id=1974705"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdnp-photo-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%2Fdnp-photo-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%2Fdnp-photo-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/dnp-photo-technical-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdnp-photo-technical-support-team-lead"}]}