IT Operations Lead: Service & Escalation Champion

Intelligent Technical Solutions; Seattle (WA); On-site; USD 72,000 - 88,000; Full time

Benefits offered by this job

Medical Insurance Plan

Life Insurance

Disability Coverage

Paid Time Off

Maternity/Paternity Leave

Paid US Holiday

Retirement Plan

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certificate

Supplemental Life Insurance

Job summary

Intelligent Technical Solutions seeks a Team Lead to manage operations technicians, delegate tasks, set deadlines, and report team efficiency to Service Managers. The role serves as an escalation path for complex issues and a primary contact for team members.

Regular team meetings and collaboration with peers provide frontline input for Directors and Service Managers. The position requires strong leadership, technical acumen, and a customer-first mindset, with on-site responsibilities at the

Qualifications

• 5+ years of progressively responsible technical experience, including at least 3 years of supervisory experience managing direct reports.
• 8+ years of progressively responsible technical experience, including at least 2 years of training or teaching experience.
• 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.
• Be a positive example of ITS core values and drive service excellence.
• Serve as an escalation path for advanced technical or client satisfaction issues.
• Monitor customer satisfaction scores and report inefficiencies within your team.
• Drive client retention by resolving escalations and addressing risks to satisfaction.
• Assess team performance metrics and identify areas for improvement.
• Ensure effective collaboration and escalation when needed.
• Provide coaching to build team accountability and continuous improvement.
• Lead meetings and 1-on-1s to communicate critical updates.
• Develop processes to improve team productivity and service quality.
• Manage the physical office and liaise with building management.

Skills

Technical experience

Supervisory experience

Team leadership

MSP experience

Tools

VMware

Hyper-V

M365

Azure

Job description

Intelligent Technical Solutions seeks a Team Lead to manage operations technicians, delegate tasks, set deadlines, and report team efficiency to Service Managers. The role serves as an escalation path for complex issues and a primary contact for team members.

Regular team meetings and collaboration with peers provide frontline input for Directors and Service Managers. The position requires strong leadership, technical acumen, and a customer-first mindset, with on-site responsibilities at the