Technical Team Lead

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.