Security L2 Technical Support Team Lead

Operational Ownership:

• Own daily L2 queue triage, prioritize tickets by urgency and SLA exposure, and enforce channel hygiene across support channels.
• Serve as acting lead in the Support Manager’s absence, making real-time judgment calls on escalation routing and coverage gaps.

Coverage Scheduling:

• Own the on-call and after-hours coverage schedule, ensuring assignments are confirmed before high-risk installations or enterprise go-lives.
• Act as first call for issues during coverage windows and resolve or escalate before involving the Support Manager.

Team Development:

• Serve as primary technical onboarder for new L2 hires, designing shadowing and skill gap assessments for independent case handling.
• Coach team members on escalation standards and run recurring knowledge sessions to translate resolved L3 tickets into practical training.

Technical Service:

• Handle complex service and implementation calls, including emergency and after-hours requests, and serve as final L2 escalation point.
• Perform root cause analysis on recurring incidents and support enterprise multi-site deployments with advanced troubleshooting.