Technical Team Lead

1 month ago

Kansas City, United States Complete Technology Services Full time
Job DescriptionJob DescriptionSalary:

TECHNICAL TEAM LEAD

Complete Technology Services is looking for a Technical Team Lead to join our growing team 

 

Job Description:

Managed Service Provider 

We are looking for a Technical Team Lead to join our Managed Service Provider team and oversee the delivery of IT services to our clients. As a Technical Team Lead, you will be responsible for managing a team of IT professionals, ensuring that they provide high-quality and timely support, and coordinating with other teams and stakeholders. You will also have supervisory skills to mentor, coach, and evaluate your team members, as well as handle any issues or escalations that may arise. 

Responsibilities 

  • Lead and manage a team of IT professionals, including assigning tasks, monitoring performance, and providing feedback.
  • 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.
  • 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
  • Supervise and mentor your team members, providing them with training, guidance, and career development.  
  • Hold regular touch base meetings with staff (1:1’s)
  • Keep pulse on staff by having informal drop by conversations.
  • 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 

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • At least 5 years of experience in IT service delivery, preferably in a Managed Service Provider environment.
  • At least 2 years of experience in leading and managing 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.

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