Job Description:
The Team Lead is primarily responsible for managing their assigned operations team, delegating work, setting deadlines for internal tasks, and monitoring and reporting team performance to the Service Managers. The Team Lead also serves as an escalation point for service-related client issues that cannot be resolved by an individual technician and acts as the primary point of contact for team members to raise concerns, provide feedback, and receive support.
Through weekly team meetings and regular collaboration with peer Team Leads, the Team Lead provides Service Managers and the Director with front-line visibility into team performance, operational challenges, and service delivery.
This role balances hands-on technical leadership with people management, driving team performance, accountability, and operational excellence across both reactive and proactive service functions.
Job Responsibilities:
Team Oversight & Daily Operations
- Lead day-to-day team operations by monitoring attendance, managing workload distribution, and ensuring adequate coverage across all shifts
- Serve as the first point of escalation for the team, providing guidance on complex tickets and ensuring timely resolution of high-priority client issues
- Maintain visibility into team performance and queue health, proactively identifying and addressing bottlenecks before they impact service delivery
Proactive Maintenance Oversight
Oversee execution and quality of proactive maintenance tasks performed by the team:
- CyberCNS third-party patch and vulnerability remediation for Secure clients
- Cork vulnerability and compliance remediation
- Other recurring proactive maintenance and remediation activities assigned to the team
- Identify recurring issues, process gaps, and opportunities for continuous improvement
- Maintain service board hygiene by reviewing completed work, ensuring proper documentation, and closing out completed ticket templates
Meetings & Reporting
- Attend and contribute to the weekly Proactive Team Leads L10 meeting
- Facilitate the weekly Team-Specific L10 meeting for your assigned team
- Collaborate with other teams and departments as needed to address operational issues, dependencies, and shared initiatives
- Update and maintain weekly and monthly Strety scorecards for your team
- Conduct weekly timesheet review and approval for all technicians
Coaching & People Management
- Conduct monthly 1-on-1 coaching sessions with each technician covering feedback, performance, and priorities
- Review feedback and callouts from leadership or other departments, conduct root cause analysis (RCA) where appropriate, and ensure identified issues are thoroughly addressed.
- Foster accountability within the team by assigning clear ownership over tasks and processes
- Review OfficeVibe surveys and respond to team engagement indicators
Other Team-Specific Tasks
- Facilitate and oversee team-specific tasks and recurring operational activities.
- Ensure appropriate documentation, audit trails, and risk assessments are maintained for each recurring task, where applicable.
Job Qualifications:
- Demonstrated alignment with ITS Core Values and expected Leadership behaviors.
- Exhibit a customer-first mindset, employing an empathic approach to problem-solving and ensuring customer satisfaction remains a top priority.
- At least 3 years of supervisory experience with a strong track record, or a minimum of 5 years of experience in IT Support or a similar technical role.
- 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.
Job Requirements:
- A home office set up that meets the following:
- Computer: A working computer with a minimum of 8GB RAM and one of the following:
- Windows 11 with an Intel i5 or i7 (8th generation or newer), or
- AMD Ryzen 5 or 7 (2000 series or newer), or
- macOS 12 or newer.
- Internet: Stable internet connection with at least 5 Mbps download and upload speeds.
- Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
- Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
- Webcam: An HD webcam for video calls.
- 2nd Monitor
- UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
- A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
- Excellent command of the English language both spoken and written
- Able to work full time 40 hours a week:
- Reactive - Normal Business hours from 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.
- Proactive - Schedule will be finalized after the training period, with shifts outside the regular business hours.
- Able to pass our online behavior and cognitive assessments.
- Preferably have at least 2 of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.
- Able to provide NBI Clearance (for PH applicants).
Compensation:
Pay rate starts at $7.48/hr and may vary by experience and location.
Benefits:
- Comprehensive Health Plans / HMO (Employee & Dependent/s)
- Life Insurance
- Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
- Paid Time Off (starts at 15 days per year)
- Maternity/Paternity Leave
- Paid US Holiday
- Night Shift Bonus
- Salary Advancement/Loan
- Health & Wellness Program
- Company-paid training and certification
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