Job Summary
The Team Lead is responsible for leading and managing a team of Walk-Up IT Support Technicians across both local and remote locations, ensuring high levels of employee performance and client satisfaction. This role provides leadership, coaching, and operational oversight while driving service excellence, productivity, and continuous process improvement. The Team Lead manages resource planning, performance management, quality assurance, workflow optimization, and client engagement, while supporting recruitment, employee development, and business growth initiatives. The position requires strong leadership abilities, extensive IT support experience, excellent communication skills, and the capability to effectively manage distributed teams in a fast-paced environment.
Key Responsibilities
Oversight of Walk Up IT technicians both locally and remote • Accountable for employee/client satisfaction • Support recruiting activities through interviewing and sourcing candidates • Motivate, mentor, and develop employees • Conduct one-on-ones, team meetings, and performance assessments • Recognizes and motivates team • Addresses attendance and performance issues • Drives continuous improvement of productivity • Assist with resource management, forecasting and planning • Documents processes, procedures, and Best Business Practices • Conducts quality assurance audits • Develops and enhances workflows and process improvement plans • Drives continuous improvement initiatives • Work with client to resolve performance and operational issues • Presents metrics and analysis on the overall health of the program • Provides input and support to new business opportunities • Performs other duties as assigned
Skill Requirements
Must possess strong leadership skills • At least 3 + years of IT support experience • Excellent customer service skills • Exceptional time management skills • Strong written and verbal communication skills • Ability to work independently • Must be detail oriented • Must have a sense of urgency • Ability to manage within a defined scope of services • Strong Microsoft Office skills (Outlook, SharePoint, Word, Pivot Tables and Excel) • Familiarity with ticketing systems, such as Remedy • Ability to manage remote employees • Experience with goal setting
Other Requirements
Background verification check required (security, employment, and education) • Must be able to travel • Must have or be willing to self-fund a passport