Role OverviewThe IT Team Lead is responsible for ensuring their Service Delivery Team delivers consistent, high-quality technical support to clients. This role blends leadership, coordination, quality assurance, and hands-on technical support.
What You Will Do
The Team Lead oversees daily operations, coaches technicians, enforces SLAs, and drives continuous improvement across the service delivery function.
Why It Might Be a Fit
The ideal candidate is a strong communicator, organized, technically capable, and passionate about elevating both the client experience and the internal team's performance.
Requirements
- Bachelor's degree in Information Technology, Business, or related field.
- Preferred Certifications: PMP and/or any Organizational Leadership Certification
- 3+ years in a technical support or service desk environment.
- MSP experience required.
- Proven leadership, coaching, or mentoring experience.
- Strong understanding of ticketing systems, KPIs, and SLA compliance.
- Excellent problem-solving, communication, and organizational skills.
- Ability to analyze data and make decisions to improve service delivery.
- High level of customer service and interpersonal skills.
Benefits
- Health, dental, and vision insurance
- 401K + employer match
- Paid time off and holidays
- Opportunities for career growth and development
- Formal and structured mentorship
- Training and certification support
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