Job Description:

Pay $75,000

Managed Service Provider

We are looking for a Technical Team Lead to join our Managed Service Provider 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

Bachelor's degree in Computer Science, Information Technology, or related field.
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.

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Technical Team Lead