Overview
The ITHT Lead serves as a frontline team leader responsible for the day-to-day operational coordination of the IT Hardware Technician team. This role bridges the gap between floor-level execution and management oversight, ensuring shop orders are fulfilled efficiently, team performance aligns with established KPIs and SLAs, and that every customer interaction reflects Sprout's commitment to excellence.
Responsibilities
Team & Operations Leadership
- Supervise and support a team of IT Hardware Technicians during daily operations, ensuring workflow efficiency and adherence to SOPs.
- Assign tasks and manage workload distribution across the team to meet production targets and deadlines.
- Serve as the first point of escalation for technician questions, issues, or workflow blockers.
- Conduct daily team huddles to communicate priorities, updates, and performance expectations.
Shop Order Management
- Oversee the creation, tracking, and timely completion of shop orders from intake through fulfillment.
- Ensure accurate documentation and recordkeeping for all shop orders using inventory and order management systems.
- Identify bottlenecks in the order process and collaborate with the Operations Manager to implement corrective actions.
- Coordinate with receiving, processing, and shipping teams to ensure seamless order flow.
KPIs & SLA Management
- Monitor team performance against defined KPIs, including throughput, accuracy, and cycle time.
- Ensure all work is completed in alignment with Service Level Agreements (SLAs) for internal and external customers.
- Compile and report daily/weekly performance data to the Operations Manager or Floor Supervisor.
- Identify trends, flag underperformance, and recommend process improvements to drive results.
Customer Focus
- Champion a customer-first mindset within the team, ensuring all output meets or exceeds quality standards.
- Communicate professionally with internal stakeholders regarding order status, timelines, and any issues affecting delivery.
- Support the resolution of customer-impacting issues quickly and effectively, escalating when necessary.
Quality & Safety Compliance
- Enforce adherence to quality control standards, data erasure protocols, and safety regulations on the floor.
- Conduct periodic audits of technician workstations and processes to ensure compliance.
- Promote a clean, organized, and hazard-free work environment at all times.
Coaching & Development
- Provide on-the-floor coaching, mentoring, and feedback to technicians to support skill development and performance improvement.
- Assist in onboarding and training new team members on processes, tools, and Sprout's values.
- Identify high-potential team members and communicate observations to management.
Qualifications
Experience
- Minimum 3 years of experience in IT Asset Disposition (ITAD), electronics recycling, or a related field.
- At least 1 year in a lead, supervisory, or senior technician role preferred.
- Demonstrated experience managing shop orders, workflows, or production schedules.
Knowledge & Skills
- Strong understanding of ITAD operations, including hardware processing, data erasure, and inventory management.
- Familiarity with KPI tracking and SLA management in an operations environment.
- Excellent communication, organizational, and problem-solving skills.
- Proficiency in inventory management and order tracking systems.
- Ability to motivate and lead a team in a fast-paced warehouse environment.
- Data entry proficiency (40+ WPM) and comfort with reporting tools.
