Technical Team Lead

Completetechnologykc; Kansas City (MO); On-site; USD 90,000 - 120,000; Full time

Job summary

Completetechnologykc in the Kansas City area is seeking a Technical Team Lead to guide a team of IT professionals in delivering high-quality, timely support to clients.

You will mentor staff, manage escalations, coordinate with PMs and account managers, and drive process improvements while maintaining SLA adherence.

Qualifications

• 5+ years in IT service delivery.
• 2+ years mentoring IT teams.
• Strong leadership and communication.
• ITIL, Microsoft, Cisco certifications a plus.

Responsibilities

• Oversee a team of IT professionals.
• Review timesheets and tickets.
• Ensure SLA-based service delivery.
• Lead weekly L10 meetings.
• Coordinate with PMs, account managers, and tech specialists.
• Mentor staff and conduct 1:1 meetings.
• Handle escalations and postmortems.

Skills

IT service delivery

Mentoring teams

Leadership

Communication

Customer service

Problem solving

Multitasking

ITIL

Tools

Microsoft

Cisco

Job description

Job Description:

We are looking for a Technical Team Lead to join our team and assist in overseeing the delivery of IT services to our clients. As a Technical Team Lead, you will be responsible for being a technical resource and mentor to a team of IT professionals, helping ensure that they provide high-quality and timely support, and coordinating with other teams and stakeholders. You will also handle any issues or escalations that may arise.

Responsibilities

• Assist Core Service Delivery Manager in providing a layer of oversight and mentorship for a team of IT professionals
• Timesheet Review and Approval
• Review tickets for accuracy and consistency
• Ensure that the team delivers IT services according to the SLA's (Service Level Agreements) and best practices.
• Learn to drive weekly L10 meetings.
• Coordinate with other teams, such as project managers, account managers, and technical specialists, to ensure smooth and efficient service delivery.
• Assist with onboarding of new clients to ensure seamless transition to support.
• Communicate with clients and stakeholders, providing updates, reports, and solutions to their IT needs and issues.
• Assist in CBRs and client assessments (elaborate)
• Identify and implement opportunities for service improvement, innovation, and automation.
• Ensure Documentation is current for clients.
• Review reporting tools and recognize trends
• Refine and automate when possible
• Mentor your team members, providing them with guidance, opportunities for increased efficiency and productivity
• Hold regular touch base meetings with staff (1:1's)
• Keep pulse on staff by having informal drop by conversations
• Assist in pre-sales engineering processes
• Handle any issues or escalations that may arise, resolving them in a timely and professional manner in accordance with SLA's
• Own troubleshooting efforts and communications
• Facilitate postmortem review and possible subsequent recommendations
• Working tickets and taking calls as needed

Requirements

• At least 5 years of experience in IT service delivery, preferably in a Managed Service Provider environment.
• At least 2 years of experience in mentoring IT teams.
• Strong technical skills and knowledge of various IT systems, platforms, and tools.
• Excellent communication, interpersonal, and customer service skills.
• Strong leadership, supervisory, and problem-solving skills.
• Ability to work under pressure, multitask, and prioritize.
• Certifications in ITIL, Microsoft, Cisco, or other relevant technologies are a plus.