IT Team Lead

IT Team Lead

Intelligent Technical Solutions

Base pay: $63,100/yr - $75,400/yr.

Hourly rate: $30.35/hour – $36.25/hour.

This range is provided by Intelligent Technical Solutions. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.

The Team Lead primarily manages the assigned operations team technicians, delegating tasks, setting deadlines for internal tasks, and reporting efficiency to Service Managers. The position is an escalation path for service-related client issues which cannot be addressed by a single technician. The Team Lead acts as contact point for all team members to be heard. Weekly meetings with their team and collaboration meetings with peer Team Leads offer 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 elevate 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.
• A very strong cultural fit with the ITS core values mentioned above.
• Exhibit a customer‑first mindset, employing an empathic approach to problem‑solving and ensuring customer satisfaction remains a top priority.
• At least 3 years supervisory experience with excellent track record or minimum of 5 years of experience in IT Support or a similar role.
• Organizational and time‑management skills.
• Possess exceptional verbal and written communication skills, demonstrating clarity, precision, and effectiveness in conveying information.
• Exhibit the ability to manage a high volume of information and data efficiently, demonstrating a keen eye for detail and accuracy.
• Ability to creatively use resources and adjust to changes quickly and professionally.
• Demonstrate the ability to lead teams effectively, measuring individual performance and fostering a collaborative and high‑performance team culture.
• 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 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 to $36.25/hour and may vary by experience and location.

• 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)

Mid‑Senior level

Full‑time

Information Technology

Computer and Network Security

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