On-Site IT Operations Lead — Team Coach & Escalations

Intelligent Technical Solutions; Seattle (WA); On-site; USD 72,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

Life Insurance

Disability Coverage

Paid Time Off

Maternity/Paternity Leave

Paid US Holidays

Retirement Plan

Salary Advancement

Health & Wellness Program

Company-paid training

Supplemental Life Insurance

Supplemental Health Plans

Job summary

Intelligent Technical Solutions in the United States is seeking a Team Lead to manage an operations team of technicians, delegate tasks, set deadlines, and report efficiency to Service Managers. This on-site role also serves as the escalation path for complex client issues and for coordinating office operations.

You will lead weekly and collaboration meetings, drive service excellence, monitor KPIs, and mentor staff to improve quality and customer satisfaction.

Qualifications

• Minimum 5 years of experience in a progressively responsible technical role with at least 3 years supervisory experience.
• OR 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 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 escalated 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

Team leadership

Communication skills

Problem-solving

Time management

Job description

Intelligent Technical Solutions in the United States is seeking a Team Lead to manage an operations team of technicians, delegate tasks, set deadlines, and report efficiency to Service Managers. This on-site role also serves as the escalation path for complex client issues and for coordinating office operations.

You will lead weekly and collaboration meetings, drive service excellence, monitor KPIs, and mentor staff to improve quality and customer satisfaction.