Team Lead, Federal Technical Support Engineer

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Job Overview

The Team Lead, Federal Technical Support Engineer at Okta is responsible for overseeing the technical support team dedicated to federal clients. This role entails providing exceptional leadership, ensuring the delivery of high-quality support services, and fostering positive client relationships. The Team Lead will be instrumental in escalating complex technical issues, facilitating the resolution of incidents, and collaborating with cross-functional teams to enhance client satisfaction and operational efficiency. Additionally, this position involves mentoring and developing team members while contributing to strategic initiatives that enhance the overall performance of the technical support function.

Job Responsibilities

• Lead and manage the federal technical support team to ensure high levels of performance and client satisfaction.
• Oversee the resolution of complex technical issues involving software and infrastructure for federal clients.
• Implement and monitor support processes and procedures to optimize team productivity.
• Coordinate with other technical teams to address critical incidents and ensure timely resolution.
• Facilitate training and development opportunities for team members to enhance skills and knowledge.
• Develop and maintain relationships with key clients, understanding their needs and ensuring they are met.
• Analyze support metrics and client feedback to continuously improve service delivery.
• Participate in strategic planning to align technical support initiatives with business objectives.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or IT operations, with at least 2 years in a leadership capacity.
• Strong understanding of federal compliance and security protocols relevant to IT services.
• Proficiency in troubleshooting complex technical issues in software and systems.
• Exceptional communication and interpersonal skills, with the ability to work collaboratively.
• Experience with IT service management (ITSM) tools and customer relationship management (CRM) systems.
• Ability to manage multiple priorities in a fast-paced environment.

Technologies & Tools

The Team Lead, Federal Technical Support Engineer will utilize various technologies and tools to effectively manage the team's operations. This includes, but is not limited to, customer relationship management (CRM) systems, IT service management (ITSM) tools, and issue tracking software. Familiarity with cloud-based solutions, such as identity management platforms and related security frameworks, will also be essential for providing comprehensive support to federal clients.

Ideal Candidates

Ideal candidates for this position are individuals who exhibit strong leadership qualities and possess a deep commitment to client satisfaction. The successful applicant will be organized, proactive, and possess excellent problem-solving skills. Candidates should demonstrate a track record of fostering collaboration within a team and the ability to drive improvements in service delivery. A genuine passion for technology and a willingness to embrace continuous learning will distinguish the right person for this role at Okta.