Job Description:
We are looking for a Technical Team Lead to join our team and assist in overseeing the delivery of IT services to our clients. As a Technical Team Lead, you will be responsible for being a technical resource and mentor to a team of IT professionals, helping ensure that they provide high-quality and timely support, and coordinating with other teams and stakeholders. You will also handle any issues or escalations that may arise.
Responsibilities
- Assist Core Service Delivery Manager in providing a layer of oversight and mentorship for a team of IT professionals
- Timesheet Review and Approval
- Review tickets for accuracy and consistency
- Ensure that the team delivers IT services according to the SLA's (Service Level Agreements) and best practices.
- Learn to drive weekly L10 meetings.
- Coordinate with other teams, such as project managers, account managers, and technical specialists, to ensure smooth and efficient service delivery.
- Assist with onboarding of new clients to ensure seamless transition to support.
- Communicate with clients and stakeholders, providing updates, reports, and solutions to their IT needs and issues.
- Assist in CBRs and client assessments (elaborate)
- Identify and implement opportunities for service improvement, innovation, and automation.
- Ensure Documentation is current for clients.
- Review reporting tools and recognize trends
- Refine and automate when possible
- Mentor your team members, providing them with guidance, opportunities for increased efficiency and productivity
- Hold regular touch base meetings with staff (1:1's)
- Keep pulse on staff by having informal drop by conversations
- Assist in pre-sales engineering processes
- Handle any issues or escalations that may arise, resolving them in a timely and professional manner in accordance with SLA's
- Own troubleshooting efforts and communications
- Facilitate postmortem review and possible subsequent recommendations
- Working tickets and taking calls as needed
Requirements
- At least 5 years of experience in IT service delivery, preferably in a Managed Service Provider environment.
- At least 2 years of experience in mentoring IT teams.
- Strong technical skills and knowledge of various IT systems, platforms, and tools.
- Excellent communication, interpersonal, and customer service skills.
- Strong leadership, supervisory, and problem-solving skills.
- Ability to work under pressure, multitask, and prioritize.
- Certifications in ITIL, Microsoft, Cisco, or other relevant technologies are a plus.
