Support Team Lead

What are you going to do?

The Support Team Lead is responsible for providing strategic and operational leadership to the Support Team to ensure the achievement of departmental and organizational objectives. This role emphasizes performance management, employee development, and operational excellence through effective leadership, coaching, and oversight. The successful candidate will demonstrate strong leadership capabilities, superior communication skills, and a steadfast commitment to quality standards and workplace safety, including full compliance with machine-related and general safety protocols. Hands-on technical experience with CNC machinery is required to effectively support operational needs and technical decision-making.

Key Responsibilities

• Provide leadership, direction, and daily operational oversight to the Support Team

• Promote a high-performance, results-driven team culture through consistent coaching, guidance, and recognition

• Manage and oversee outstanding cases and work orders, ensuring appropriate prioritization and timely resolution of customer needs

• Ensure the consistent delivery of high-quality support services, including reporting, training initiatives, escalations, and the development and maintenance of technical documentation

• Monitor and manage workload distribution to optimize efficiency and ensure achievement of established key performance indicators (KPIs)

• Assess and ensure adequate team capacity and skill alignment to meet current and future operational requirements

• Drive employee development by establishing clear career progression and professional development plans

• Lead the annual performance review process, delivering objective feedback and identifying opportunities for growth and improvement

• Collaborate with global counterparts to align on capacity planning, process optimization, and training strategies

• Establish, monitor, analyze, and report on departmental KPIs to support continuous improvement and operational success

• Identify, propose, and implement process improvement initiatives, measuring outcomes to ensure effectiveness

• Partner with senior leadership to support departmental strategy development and operational enhancements

• Ensure compliance with all workplace safety policies and regulations, promoting a safe and compliant work environment

• Collaborate with Human Resources on performance management, employee relations, recruitment, interviewing, and onboarding activities

• Manage and oversee the departmental budget, ensuring fiscal responsibility and cost-effective operations

• Lead and manage a team of approximately 10–20+ employees, ensuring alignment with organizational goals, standards, and performance expectations

We ask

• Demonstrate leadership experience within a support, operations, or service-oriented environment

• Hands-on technical experience with CNC machinery, including practical understanding of machine operation, troubleshooting, and safety requirements

• Proven ability to manage teams, drive performance, and support employee development

• Strong analytical, organizational, and decision-making skills

• Excellent written and verbal communication skills

• Experience managing KPIs, operational metrics, and performance reporting

• Ability to collaborate effectively across functions and with global teams

• Commitment to operational excellence, continuous improvement, and workplace safety

We offer

• Flextime policy

• Paid Time Off (i.e., PTO) that can be used as it’s accrued

• Paid Holidays effective date of hire

• Medical insurance (i.e., three plans available, PPO, HMO*, and PPO with HSA) effective date of hire

• Dental care

• Vision care

• 100% Voortman USA LLC paid life insurance

• Additional voluntary life insurance option

• 100% Voortman USA LLC paid short-term disability

• 50/50 premium split between Voortman USA LLC and employee for long-term disability (i.e., LTD)

• 401K plan available with Company contribution