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IT Team Lead

2 months ago

Atlanta, United States International Executive Service Corps Full time

Location:

Atlanta - Dunwoody (3 days onsite, 2 days remote) Position Summary: As an IT Team Lead with a focus on both technical

expertise

and service delivery, you will play a critical role in managing day-to-day operations for our dedicated client. This position requires indirect management of technical IT support staff ranging from Level 1 to Level 3. You will ensure the delivery of high-quality IT services, drive operational improvements, and act as the primary contact for delivery escalations. Your proactive engagement will foster innovation and

maintain

client satisfaction. This role demands a balance of technical acumen and exceptional service delivery skills. Key Responsibilities: Drive Day-to-Day Operations: Oversee the daily activities and

performance of the IT support team. Ensure consistent and reliable IT service delivery. Preserve and Maintain Quality: Implement and uphold quality standards in all service delivery processes. Monitor and improve service quality continuously. Client Advocacy and Coordination: Act as the primary advocate for the client within the service delivery team. Coordinate across various IT towers to deliver cohesive support. First Contact for Delivery Escalation: Serve as the

initial

point of contact for any delivery-related escalations. Address and resolve issues promptly to

maintain

client satisfaction. Proactive Operational Improvements: Engage proactively to

identify

and implement operational improvements. Develop strategies to enhance service efficiency and effectiveness. Operational Reporting: Produce and analyze operational reports for management. Provide insights and recommendations based on report findings. Ticket Management and Oversight: Oversee ticket management processes to ensure

timely

resolution. Escalate complex issues to support

managers

as necessary. Analyze ticket data to

identify

recurring problems. Collaborate with support groups to address and resolve issues. Root Cause Analysis (RCA): Ensure RCA tasks are created and delivered on time for significant issues. Follow up on RCA tasks to confirm completion and implementation of solutions. Guidance and Support: Provide guidance and support to both onsite and remote support teams. Foster a collaborative and supportive working environment. Monthly Client Service Report (CSR)

, Quarterly Business Reviews

(QBR)

: Lead

in the creation and delivery of the Monthly CSR. Ensure the report accurately reflects service delivery performance. Assist

in the

data input for the quarterly

QBR New Services/Solutions Recommendations: Recommend new services and solutions to support the client's business

objectives

. Stay informed of industry trends and best practices. Operational Support Meetings: Schedule and manage regular operational support meetings. Facilitate discussions to address operational issues and improvements. Client End-User Interaction: Engage regularly with client end-users to understand their needs and concerns. Provide

a high level

of customer service and support. Change Management Oversight: Oversee the change management process to ensure smooth transitions. Provide feedback on potential impacts of changes. Technical Knowledge Feedback: Offer technical insights and feedback on escalated issues and upcoming changes. Leverage technical

expertise

to support the team and client. Quality Assurance Program (QAP) Management: Manage QAP operational items to ensure service excellence. Implement quality assurance measures to enhance service delivery. Qualifications: Bachelor's degree in Information Technology

, Computer Science, or a related field. Minimum of 5 years of experience in IT service delivery and support. Proven experience

IT support teams (Level 1 to Level 3). Strong technical knowledge and problem-solving skills. Excellent communication and interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. ITIL Certified

or similar service management frameworks. Strong analytical skills and attention to detail. Ability to work independently and as part of a team. Familiarity with change management processes and best practices. Working Conditions: Hybrid work schedule with three days onsite at the client’s location and two days remote

. On occasion,

additional

onsite days may be

required Occasional travel may be

required

based on client needs and operational requirements. On-call availability Sitting for extended periods of time Dexterity of hands and fingers to

operate

a computer keyboard, mouse, power tools, and to handle other computer components Lifting and transporting of moderately heavy objects, such as computers and peripherals

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