IT Team Lead
Effortless Office
- New York, New York, United States
- New York, New York, United States
À propos
The ideal candidate is a strong communicator, organized, technically capable, and passionate about elevating both the client experience and the internal team’s performance.
Details Location: Remote Schedule: Monday – Friday 8:00 am – 5:00 pm PST Salary: $50,000‑$55,000 annually Bonus: Eligible for monthly bonuses
Benefits
Health, dental, and vision insurance
401K+ employer match
Paid time off and holidays
Opportunities for career growth and development
Formal and structured mentorship
Training and certification support
Responsibilities Team Leadership & Oversight
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.
Service Delivery Management
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.
Quality Assurance & Process Improvement
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.
Operational Coordination
Assist with onboarding new technicians and training onto 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.
Qualifications
Bachelor’s degree in Information Technology, Business, or related field.
Preferred Certifications: PMP and/or any Organizational Leadership Certification.
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.
Inclusion & Equal Opportunity Employment Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.
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Compétences linguistiques
- English
Avis aux utilisateurs
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