Job Description

The Team Lead is primarily responsible for managing their assigned operations team technicians, delegating tasks, setting deadlines for internal tasks, and reporting their efficiency to the Service Managers. This position is also an escalation path for service-related client issues which cannot be addressed by a single technician. Finally, the Team Lead acts as a contact point for all their team members to be heard. Weekly meetings with their team as well as collaboration meetings with their peer Team Lead’s offer the front-line view for the Director and Service Managers.

Job Responsibilities

• Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.
• Provide an extraordinary example to the Operations Department, and to all ITS personnel, of the three ITS core values – Be a creator, have an open mind, and do the right thing.
• Serve as an escalation path for the team personnel who have exhausted all other options to resolve advanced technical or client satisfaction issues.
• Monitor customer satisfaction scores and report inefficiencies within your team.
• Contribute to client retention by driving service excellence, resolving escalations effectively, and proactively identifying and addressing risks to client satisfaction.
• Continuously assess team performance metrics to identify areas for improvement and meet quality expectations.
• Ensure that all team members can work effectively with their coworkers, and mediate or escalate disagreements if needed.
• Provide constructive feedback and coaching to build team accountability, fostering continuous improvement in service standards.
• Lead recurring and impromptu meetings, huddles, and 1-on-1 sessions to communicate critical business updates.
• Develop and implement processes aimed at improving team productivity and the overall quality of services provided.
• Manage the physical office including scheduling e-waste pickup, ensure things stay tidy, liaison with building management etc.
• Complete any other tasks as assigned by ITS Leadership.

Job Qualifications

• Minimum 5 years of experience in a progressively responsible technical role. Experience must include at least 3 years supervisory experience managing direct reports.

OR

• 8 years of experience in a progressively responsible technical role with a minimum of 2 years in a training/teaching capacity.

AND

• Willing to work full-time on-site, either at the company office or client locations as required.
• A very strong cultural fit with the ITS core values mentioned above.
• Exhibit a customer-first mindset, employing an empathic approach to problem-solving and ensuring customer satisfaction remains a top priority.
• Organizational and time-management skills.
• Possess exceptional verbal and written communication skills, demonstrating clarity, precision, and effectiveness in conveying information.
• Exhibit the ability to manage a high volume of information and data efficiently, demonstrating a keen eye for detail and accuracy.
• Ability to creatively use resources and adjust to changes quickly and professionally.
• Demonstrate the ability to lead teams effectively, measuring individual performance and fostering a collaborative and high-performance team culture.
• Valid driver's license, vehicle insurance, and access to a vehicle for client visits.

Job KPIs

• Quality Score (team): Assessments performed by the training and quality team.
• Utilization (team): Hours entered into tickets in the ticketing system.
• Hours / Ticket (team): The average number of hours entered per service ticket.
• First-touch closed (team): Tickets completed with one time entry.
• Tickets > 30 days (team): The number of tickets currently open for the team which are over 30 days old.

Compensation

Pay rate ranges from $51.96/hour up to $63.44/hour and may vary by experience and location.

Benefits

• Medical Insurance Plan
• Dental & Vision
• Life Insurance
• Disability Coverage
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Retirement Plan
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification
• Supplemental Life Insurance (Employee-paid)
• Supplemental Health Plans (Employee-paid)

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