Team Lead, Core Imaging Services
About The Position
Purpose of the Position: The Team Lead, Core Imaging Services supports the delivery of exceptional customer service by guiding daily support operations, resolving complex technical issues, and mentoring team members on tools and processes. This role serves as a critical escalation point for the Imaging Support team and contributes to team development through training and ongoing knowledge sharing. Essential Duties and Responsibilities: Provide exceptional support for McLeod customers regarding McLeod Software’s products Diagnose and resolve complex technical and product functionality issues Test and reproduce concerns to identify root cause Assist with resolution solutions Document software deficiencies. Manage customer expectations regarding resolution timeframes and issue diagnosis Coordinate escalation of Support requests with team resources as needed Coordinate Support training efforts for team resources to assist with knowledge gaps and continuous onboarding efforts Record Support request updates in detail along with updating related customer information in McLeod’s internal system Participate in Support analytics gathering and reporting as needed Serves as a point of escalation for the Imaging Services Group. Conduct regular communication and escalation with/to management to highlight opportunities or concerns to address for team resources, customer information, or Product gaps to escalate Ability to travel up to 5%. Competencies: Ability to learn internal software and systems. Strong problem-solving skills. Strong time management skills. Strong oral and written communication skills. Ability to build relationships and work effectively at varying organizational levels. Ability to maintain a friendly attitude with others. Ability to communicate technical information effectively. Ability to control emotions and remain calm in stressful situations. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: Minimum of 3+ years providing technical support and/or customer service with McLeod’s suite of products, required. Minimum of 1 year of experience in a technical training role, preferred. Prior experience in the trucking or transportation industry, a plus. Bachelor’s degree, preferred. Intermediate knowledge of Microsoft Office Suite required. Knowledge of McLeod’s DocumentPower, LoadMaster, and PowerBroker, required. Why McLeod? At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. With over 650 full-time team members, we’re still growing while staying true to who we are. Our priorities stay where they belong: with our employees, our customers, and the continued growth of our business. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.
Requirements
- Ability to learn internal software and systems.
- Strong problem-solving skills.
- Strong time management skills.
- Strong oral and written communication skills.
- Ability to build relationships and work effectively at varying organizational levels.
- Ability to maintain a friendly attitude with others.
- Ability to communicate technical information effectively.
- Ability to control emotions and remain calm in stressful situations.
- Minimum of 3+ years providing technical support and/or customer service with McLeod’s suite of products, required.
- Intermediate knowledge of Microsoft Office Suite required.
- Knowledge of McLeod’s DocumentPower, LoadMaster, and PowerBroker, required.
Nice To Haves
- Minimum of 1 year of experience in a technical training role, preferred.
- Prior experience in the trucking or transportation industry, a plus.
- Bachelor’s degree, preferred.
Responsibilities
- Provide exceptional support for McLeod customers regarding McLeod Software’s products
- Diagnose and resolve complex technical and product functionality issues
- Test and reproduce concerns to identify root cause
- Assist with resolution solutions
- Document software deficiencies.
- Manage customer expectations regarding resolution timeframes and issue diagnosis
- Coordinate escalation of Support requests with team resources as needed
- Coordinate Support training efforts for team resources to assist with knowledge gaps and continuous onboarding efforts
- Record Support request updates in detail along with updating related customer information in McLeod’s internal system
- Participate in Support analytics gathering and reporting as needed
- Serves as a point of escalation for the Imaging Services Group.
- Conduct regular communication and escalation with/to management to highlight opportunities or concerns to address for team resources, customer information, or Product gaps to escalate
- Ability to travel up to 5%
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
