CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary. As a flexible first organization, you can find our remote and on-site locations here. **Primary Responsibilities** The Lead, Technical Support must show excellent management skills and provide strong technical support and leadership to the team. To be responsible for managing a team delivering SLAs and milestone based deliverables on target for either Operations, Development (where applicable) and/or Support of the CSG software assets and solutions. - Might have the responsibilities of a TSA Specialist - Good knowledge of a specific component of CSG’s business. Ability to handle multiple tasks simultaneously. - Supervise team of 2 or more, develop and lead the team to meet their objectives and customer SLAs - Lead the team in daily activities efficiently - Responsible for effective work processes within the team, delegates responsibilities and tasks to subordinate staff, prioritizes work efficiently, and deliver on commitments - Monitor team objectives and report on team performance - Identify and manage team training - Act as Mentor, motivate team and actively participating in team dynamics - Manage Incident, Problem resolution and escalations - SLA compliance - Proactively monitoring overall work-stream/incident progress/status at regular intervals - Establish a strong working relationship with customers and other CSG competency-based functions (Professional Services, Research and Development etc.) - Technically lead team in solution of critical or complex issues. - Manage and prioritize team schedule - Develop and monitor team schedules - Manage special events (Seasonal events, Vacations, Sickness, etc) and work loads - Improve operational processes and practices - Proactively monitor process KPI - Recommend process improvement effort to meet SLA - Demonstration of CSG Values. **Key Outputs & Accountabilities** - Acts as Mentor to provide leadership and guidance to team - Ensure all support procedures are followed by team - Contribute to support policies and procedures - Contribute to escalation procedures - Provide regular reports to the Manager/Director. - Report status to customers and respond as first level escalation **Desired Skills & Experience**: - Excellent communications skills - both verbal and written. Able to communicate at all levels effectively. - Able to work effectively under pressure, coupled with analytical and practical problem solving abilities. - Qualified to be a TSA Specialist - Thorough understanding of CSG products/solutions will be an advantage. - Good understanding of client requirements and product implementation - Good understanding of complex software system architecture and operation - Experience in Telecommunication industry is preferred - Experience working with and implementing industry standards. - 7-10 years of work experience in software industry or related fields - Degree or Diploma in Information Technology; Computer Science, Engineering or equivalent experience. - ITIL accreditation will be an advantage. - Customer facing skill and ability to travel to customer or CSG sites as needed.