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Technical Team Lead

Technical Team Lead

Complete Technology ServicesKansas City, MO, US
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Job Description

Job Description

Salary : 50000-65000

Job Description :

Managed Service Provider

We are looking for a Technical Team Lead to join our Managed Service Provider team and assist in overseeing the delivery of IT services to our clients. As a Technical Team Lead, you will be responsible for being a technical resource and mentor to a team of IT professionals, helping ensure that they provide high-quality and timely support, and coordinating with other teams and stakeholders. You will also handle any issues or escalations that may arise.

Responsibilities

  • Assist Core Service Delivery Manager in providing a layer of oversight and mentorship for a team of IT professionals
  • Timesheet Review and Approval
  • Review tickets for accuracy and consistency
  • Ensure that the team delivers IT services according to the SLAs (Service Level Agreements) and best practices.
  • Learn to drive weekly L10 meetings.
  • Coordinate with other teams, such as project managers, account managers, and technical specialists, to ensure smooth and efficient service delivery.
  • Assist with onboarding of new clients to ensure seamless transition to support.
  • Communicate with clients and stakeholders, providing updates, reports, and solutions to their IT needs and issues.
  • Assist in CBRs and client assessments (elaborate)
  • Identify and implement opportunities for service improvement, innovation, and automation.
  • Ensure Documentation is current for clients.
  • Review reporting tools and recognize trends
  • Refine and automate when possible
  • Mentor your team members, providing them with guidance, opportunities for increased efficiency and productivity
  • Hold regular touch base meetings with staff (1 : 1s)
  • Keep pulse on staff by having informal drop by conversations
  • Assist in pre-sales engineering processes
  • Handle any issues or escalations that may arise, resolving them in a timely and professional manner in accordance with SLAs
  • Own troubleshooting efforts and communications
  • Facilitate postmortem review and possible subsequent recommendations
  • Working tickets and taking calls as needed

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • At least 5 years of experience in IT service delivery, preferably in a Managed Service Provider environment.
  • At least 2 years of experience in mentoring IT teams.
  • Strong technical skills and knowledge of various IT systems, platforms, and tools.
  • Excellent communication, interpersonal, and customer service skills.
  • Strong leadership, supervisory, and problem-solving skills.
  • Ability to work under pressure, multitask, and prioritize.
  • Certifications in ITIL, Microsoft, Cisco, or other relevant technologies are a plus.
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    Technical Lead • Kansas City, MO, US