IT Operations Team Lead - Escalation & Performance Coach

Intelligent Technical Solutions; Seattle (WA); On-site; USD 72,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance Plan

Dental & Vision

Life Insurance

Disability Coverage

Paid Time Off (starts at 15 days per/1

Maternity/Paternity Leave

Paid US Holiday

Retirement Plan

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certification

Supplemental Life Insurance

Supplemental Health Plans

Job summary

Intelligent Technical Solutions seeks a Team Lead to manage an operations team of technicians, delegate tasks, set deadlines, and report efficiency to Service Managers. The role also serves as the frontline escalation path for complex client issues and oversees office operations.

The candidate should have strong supervisory experience, a customer-first mindset, excellent communication, organizational skills, and the ability to lead a high-volume, detail-oriented team.

Qualifications

• 5+ years of experience in a progressively responsible technical role with at least 3 years supervising direct reports.
• 8 years of experience in a progressively responsible technical role with a minimum of 2 years in a training/teaching capacity.

Responsibilities

• Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.
• Provide an example of ITS core values in action: be a creator, open mind, do the right thing.
• Serve as escalation path for advanced technical or client satisfaction issues.
• Monitor customer satisfaction scores and report inefficiencies within your team.
• Drive service excellence to support client retention and address risks to satisfaction.
• Assess team performance metrics and pursue quality improvements.
• Ensure effective collaboration and conflict resolution within the team.
• Provide feedback and coaching to build accountability and continuous improvement.
• Lead meetings to communicate critical business updates and coaching sessions.
• Develop and implement processes to improve productivity and service quality.
• Manage the physical office operations and liaison with building management.
• Complete other tasks as assigned by ITS Leadership.

Skills

Leadership

Communication

Time management

Job description

Intelligent Technical Solutions seeks a Team Lead to manage an operations team of technicians, delegate tasks, set deadlines, and report efficiency to Service Managers. The role also serves as the frontline escalation path for complex client issues and oversees office operations.

The candidate should have strong supervisory experience, a customer-first mindset, excellent communication, organizational skills, and the ability to lead a high-volume, detail-oriented team.