IT Team Lead

Effortless Office•Las Vegas, NV

1d•Remote

About The Position

The Service Delivery Team Lead is responsible for ensuring their Service Delivery Team delivers consistent, high‑quality technical support to clients. This role blends leadership, coordination, quality assurance, and hands‑on technical support. The Team Lead oversees daily operations, coaches technicians, enforces SLAs, and drives continuous improvement across the service delivery function. The ideal candidate is a strong communicator, organized, technically capable, and passionate about elevating both the client experience and the internal team’s performance.

Requirements

Bachelor’s degree in Information Technology, Business, or related field.
3+ years in a technical support or service desk environment.
MSP experience required.
Proven leadership, coaching, or mentoring experience.
Strong understanding of ticketing systems, KPIs, and SLA compliance.
Excellent problem-solving, communication, and organizational skills.
Ability to analyze data and make decisions to improve service delivery.
High level of customer service and interpersonal skills.

Nice To Haves

PMP and/or any Organizational Leadership Certification

Responsibilities

Mentor and support Tier 1 and Tier 2 technicians.
Monitor daily ticket flow, workload distribution, and technician performance.
Monitor phone dashboards to ensure technicians are available to take calls.
Conduct monthly coaching sessions with technicians.
Ensure adherence to SOPs, documentation standards, and best practices.
Handle tickets as needed
Oversee ticket queues to ensure SLA compliance and timely client communication.
Review and approve ticket escalations to Tier 3 or project teams.
Ensure high‑quality ticket documentation and consistent workflow hygiene.
Participate in client meetings when service delivery insights are required.
Perform regular QA checks on tickets, calls, and technician documentation.
Identify recurring issues and recommend process improvements or training.
Maintain and update SOPs, runbooks, and knowledge base articles.
Drive initiatives that improve efficiency, reduce escalations, and enhance client satisfaction.
Collaborate with HR to investigate and respond to client complaints.
Assist with onboarding new technicians and training on tools, processes, and standards.
Support scheduling, shift coverage, and resource planning.
Provide hands‑on technical support during high‑volume periods or escalations.
Collaborate with leadership to implement service delivery strategies and improvements.