IT Operations Lead — On-Site & Escalations Champion

Intelligent Technical Solutions; Seattle (WA); On-site; USD 148,887,000 - 178,916,000; Full time

Benefits offered by this job

Medical Insurance Plan.

Dental & Vision.

Life Insurance.

Disability Coverage.

Paid Time Off (starts at 15 days per)

Maternity/Paternity Leave.

Paid US Holiday.

Retirement Plan.

Salary Advancement/Loan.

Health & Wellness Program.

Company-paid training and certifi c at

Job summary

Intelligent Technical Solutions in Seattle, WA, is seeking a Team Lead to manage the operations team, coordinate tasks, and serve as escalation path for complex service issues. This role focuses on ensuring high-quality service, driving client satisfaction, and reporting performance to Service Managers.

You will lead on-site and remote operations, participate in weekly team meetings, and develop processes to improve productivity while upholding ITS core values.

Qualifications

• 5+ years of progressively responsible technical experience, including at least 3 years of supervisory experience.
• Or 8+ years of progressively responsible technical experience, including at least 2 years of training or teaching experience.
• Ability to lead teams effectively, measure individual performance, and foster a collaborative, high-performance team culture.
• Experience with Managed Service Providers (MSPs) is highly desirable.
• Active Network Certifications are preferred.

Responsibilities

• Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.
• 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.
• Contribute to client retention by driving service excellence, resolving escalations effectively, and proactively identifying and addressing risks to client satisfaction.
• Continuously assess 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.
• Manage the physical office including scheduling e-waste pickup, ensure things stay tidy, liaison with building management etc.
• Complete any other tasks as assigned by ITS Leadership.

Skills

Team leadership

MSP experience

Network certifications

Windows & Mac OS

Server 2016-2025

VMware/Hyper-V

M365 & Azure

Entra Admin Center

Firewall & VPN

Network architecture

VLAN configuration

Troubleshooting networks

Virtualized environments

Tools

Windows & Mac OS

Server 2016-2025

VMware/Hyper-V

M365 & Azure

Entra Admin Center

Firewall & VPN

Job description

Intelligent Technical Solutions in Seattle, WA, is seeking a Team Lead to manage the operations team, coordinate tasks, and serve as escalation path for complex service issues. This role focuses on ensuring high-quality service, driving client satisfaction, and reporting performance to Service Managers.

You will lead on-site and remote operations, participate in weekly team meetings, and develop processes to improve productivity while upholding ITS core values.