IT Team Lead — On-Site Ops & Escalations

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

Maternity/Paternity Leave

Paid US Holidays

Retirement Plan

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and cert.

Supplemental Life Insurance

Supplemental Health Plans

Job summary

Intelligent Technical Solutions in Seattle seeks a Team Lead to oversee an operations team of technicians, coordinate tasks, and report performance to Service Managers. The role requires leadership, after-hours availability, and a strong customer-service mindset.

You will act as an escalation path for complex issues, monitor satisfaction, and drive improvements while managing the physical office and client interactions on-site.

Qualifications

• 5+ years of technical experience with 3+ years in supervision.
• Ability to lead teams, measure performance, and build a high-performance culture.
• Experience with MSPs and network/endpoint tech is preferred.

Responsibilities

• Participate in on-call rotation for after-hours and weekend support.
• Demonstrate ITS core values in daily operations and interactions.
• Serve as escalation path for advanced technical or client issues.
• Monitor customer satisfaction and report team inefficiencies.
• Drive service excellence and address risks to client satisfaction.
• Assess team performance metrics and drive improvements.
• Ensure effective collaboration and conflict resolution within the team.
• Provide coaching to build accountability and continuous improvement.
• Lead meetings, huddles, and 1-on-1 sessions to share updates.
• Develop processes to improve productivity and service quality.
• Manage the physical office and liaise with building management.
• Complete additional tasks as directed by ITS Leadership.

Skills

Team leadership

Client escalation

On-site operations

Communication

MSPs experience

Certifications preferred

Tools

Windows troubleshooting

Mac OS troubleshooting

Server OS 2016-2025

VMware

Hyper-V

M365 / Azure

Entra Admin Center

Firewall/VLAN/VPN

Networking

Virtualized environments

Job description

Intelligent Technical Solutions in Seattle seeks a Team Lead to oversee an operations team of technicians, coordinate tasks, and report performance to Service Managers. The role requires leadership, after-hours availability, and a strong customer-service mindset.

You will act as an escalation path for complex issues, monitor satisfaction, and drive improvements while managing the physical office and client interactions on-site.