IT Team Lead (Onsite - Seattle, WA)

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

Job Description

The Team Lead is primarily responsible for managing their assigned operations team technicians, delegating tasks, setting deadlines for internal tasks, and reporting their efficiency to the Service Managers. This position is also an escalation path for service-related client issues which cannot be addressed by a single technician. The Team Lead will manage physical office operations. Finally, the Team Lead acts as a contact point for all their team members to be heard. Weekly meetings with their team as well as collaboration meetings with their peer Team Lead’s offer the front-line view for the Director and Service Managers.

Job 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.

Job Qualifications

Experience & Leadership

• You must meet one of the following:
• 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.
• 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.

Technical & Infrastructure Expertise

• Experience with Windows and Mac OS troubleshooting.
• Experience with Server 2016 through 2025.
• Experience with VMware and Hyper-V virtualization.
• Experience supporting M365 and Azure.
• Proficient in Microsoft Entra Admin Center.
• Proficient in firewall rules, VLAN configuration, access point support and administration, and VPN tunnels.
• Advanced knowledge of firewalls, switches, network architecture, and troubleshooting.
• Advanced understanding of managing and troubleshooting networks.
• Advanced understanding of virtualized environments.

Professional, Operational & On-Site Requirements

• Willing to work full-time on-site at the company office or client locations as required.
• Valid driver's license, vehicle insurance, and access to a vehicle for client visits.
• Strong cultural fit with ITS core values.
• Customer-first mindset and empathetic approach to problem-solving.
• Strong organizational and time-management skills.
• Exceptional verbal and written communication skills.
• Ability to manage high volumes of information and data with attention to detail and accuracy.
• Ability to creatively use resources and adapt to changes quickly and professionally.

Job KPIs

• Quality Score (team): Assessments performed by the training and quality team.
• Utilization (team): Hours entered into tickets in the ticketing system.
• Hours / Ticket (team): The average number of hours entered per service ticket.
• First-touch closed (team): Tickets completed with one time entry.
• Tickets > 30 days (team): The number of tickets currently open for the team which are over 30 days old.

Compensation

Pay rates start at $51.96/hour up to $62.44/hour and vary by experience and location.

Benefits

• Medical Insurance Plan.
• Dental & Vision.
• Life Insurance.
• Disability Coverage.
• Paid Time Off (starts at 15 days per year).
• Maternity/Paternity Leave.
• Paid US Holiday.
• Retirement Plan.
• Salary Advancement/Loan.
• Health & Wellness Program.
• Company-paid training and certification.
• Supplemental Life Insurance (Employee-paid).
• Supplemental Health Plans (Employee-paid).