The Team Lead is primarily responsible for managing their assigned operations team technicians, delegating tasks, setting deadlines for internal tasks, and reporting their efficiency to the Service Managers. This position is also an escalation path for service-related client issues which cannot be addressed by a single technician. Finally, the Team Lead acts as a contact point for all their team members to be heard. Weekly meetings with their team as well as collaboration meetings with their peer Team Lead’s offer the front-line view for the Director and Service Managers.
- Provide an extraordinary example to the Operations Department, and to all ITS personnel, of the three ITS core values – Be a creator, have an open mind, and do the right thing.
- Serve as an escalation path for the team personnel who have exhausted all other options to resolve advanced technical or client satisfaction issues.
- Monitor customer satisfaction scores and report inefficiencies within your team.
- Ensure each member of the staff is effectively utilized 75% of the time or higher.
- Continuously assess other team performance metrics to identify areas for improvement and meet quality expectations.
- Ensure that all team members can work effectively with their coworkers, and mediate or escalate disagreements if needed.
- Provide constructive feedback and coaching to build team accountability, fostering continuous improvement in service standards.
- Lead recurring and impromptu meetings, huddles, and 1-on-1 sessions to communicate critical business updates.
- Develop and implement processes aimed at improving team productivity and the overall quality of services provided.
- Complete any other tasks as assigned by ITS Leadership.
- Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.
- Willing to work full-time on-site, either at the company office or client locations as required.
- Experience with Windows and Mac OS troubleshooting.
- Prior experience in Helpdesk support or a similar role.
- Skilled in application troubleshooting, PC deployments/imaging, and user profile management.
- Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
- Experience with Managed Service Providers (MSPs) is highly desirable.
- Valid driver's license, vehicle insurance, and access to a vehicle for client visits.
- First-touch closed: Each ticket that is completed with only one time entry contributes to this number.
- Utilization: The percentage of time that you are on the clock and billing time to client tickets.
- CSAT: Scores filled out by clients using the rating system in tickets.
- Ticket Response Times: Time before a ticket is worked.
- Ticket Resolution Times: Time before a ticket is closed.
Pay rate ranges from $30.35/hour up to $36.25/hour and may vary by experience and location.
Benefits:- Medical Insurance Plan
- Dental & Vision
- Life Insurance
- Disability Coverage
- Paid Time Off (starts at 15 days per year)
- Maternity/Paternity Leave
- Paid US Holiday
- Retirement Plan
- Salary Advancement/Loan
- Health & Wellness Program
- Company-paid training and certification
- Supplemental Life Insurance (Employee-paid)
- Supplemental Health Plans (Employee-paid)
You have the option to speed up your application process by following the two-step approach below or simply Submit Application by filling out the form (Apply for This Job). Then, someone from our team will reach out to you as soon as possible:
Step 1: Please go to this link for a short technical quiz: PRE-EMPLOYMENT ASSESSMENT
Step 2: Complete this pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW
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What We Do
Intelligent Technical Solutions is your trusted business partner for all IT support and IT consultancy in Chicago, Detroit, Las Vegas, Los Angeles, Phoenix, and San Francisco. Helping your business meet its goals is our top priority – it is what sustains and drives us. We use the next-generation security technology to help you stay protected and succeed by providing all the advantages of IT service and support while eliminating the high costs of managing IT in-house. Our service programs are designed and implemented based on a thorough inquiry and understanding of your unique business processes. Our devoted team of managed IT service engineers and support specialists monitor your networks and servers 24x7 with a proactive approach to managing your technology. Intelligent Technical Solutions: Helping businesses thrive by managing their technologies. We are growing! Be part of our team of cool, professional people. Check out our openings today: https://www.itsasap.com/job-openings
