IT Operations Lead: Onsite, Escalations & Coaching

Itsasap; Seattle, Northern (WA, KY); Hybrid; USD 72,000 - 87,000; Full time

Benefits offered by this job

Medical Insurance Plan

Life Insurance

Disability Coverage

Paid Time Off (starts at 15 days per y

Maternity/Paternity Leave

Paid US Holidays

Retirement Plan

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certifcation

Supplemental Life Insurance (Employee‑

Job summary

Itsasap is seeking a Team Lead to manage a operations team of technicians, delegate tasks, set deadlines, and report efficiency to Service Managers. The role also serves as escalation for client issues and a contact point for team members.

Weekly team meetings and cross-team collaboration provide frontline visibility for Directors and Service Managers. The position requires full‑time on-site work with strong leadership, technical, and communication skills, plus the ability to drive service

Qualifications

• 5+ years of progressive technical experience with at least 3 years in supervisory roles.
• Ability to lead teams, 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 escalate 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

5+ years exp

3 yrs supervision

MSP experience

Active network certs

Tools

VMware

Hyper-V

M365/Azure

Job description

Itsasap is seeking a Team Lead to manage a operations team of technicians, delegate tasks, set deadlines, and report efficiency to Service Managers. The role also serves as escalation for client issues and a contact point for team members.

Weekly team meetings and cross-team collaboration provide frontline visibility for Directors and Service Managers. The position requires full‑time on-site work with strong leadership, technical, and communication skills, plus the ability to drive service