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Intelligent Technical Solutions
Seattle, WA
Source: Intelligent Technical Solutions careers · View original posting
From Intelligent Technical Solutions's posting. “We” and “our” refer to the employer.
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
Experience & Leadership
You must meet one of the following:
Compensation
Pay rate ranges from
$51.96/hour up to $63.44
/hour and may vary by experience and location.
Compensation
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Fraud Alert – Recruitment Scams
Intelligent Technical Solutions (ITS) has been made aware of fraudulent job postings and communications misrepresenting our company. Applicants are advised to exercise caution and apply only through official ITS channels.
ITS does NOT request payment or financial information at any stage of the hiring process.
Sensitive personal information (e.g., Social Security numbers) will not be requested prior to a formal offer.
We have become aware of fake profiles on LinkedIn, Facebook, and other social media platforms impersonating our employees and falsely claiming to represent our company. Please exercise caution when interacting with these accounts.
If you receive suspicious messages or requests, do not engage. Report them to careers@itsasap.com.
All verified job openings are posted here: https://www.itsasap.com/job-openings.
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Employer posted: