IT Team Lead

This is a Fully Remote Job About Our Client:This organization operates as a Hybrid Managed Services Provider (MSP) focused on delivering secure cloud solutions and comprehensive managed IT and network services. It addresses the challenge of simplifying IT management for its customers, enabling them to concentrate on their core business objectives. The company emphasizes providing a world-class customer experience through its services. About the Opportunity:The IT TEAM LEAD role is designed to ensure consistent, high-quality technical support delivery by overseeing and guiding the Service Delivery Team. This position blends leadership and hands-on technical responsibility to maintain service standards, coach team members, and drive continuous improvement. The role is critical in sustaining client satisfaction and operational efficiency within the service delivery function. Responsibilities:Mentor and support Tier 1 and Tier 2 techniciansMonitor ticket flow, workload distribution, and technician performance dailyEnsure technicians' availability via phone dashboardsConduct monthly coaching sessionsEnforce adherence to SOPs, documentation standards, and best practicesHandle tickets as neededOversee ticket queues for SLA compliance and timely client communicationReview and approve escalations to Tier 3 or project teamsEnsure high-quality ticket documentation and workflow hygieneParticipate in client meetings for service delivery insightsPerform regular quality assurance checks on tickets, calls, and documentationIdentify recurring issues and recommend improvements or trainingMaintain and update SOPs, runbooks, and knowledge base articlesLead initiatives to improve efficiency, reduce escalations, and enhance client satisfactionCollaborate with HR on client complaint investigationsAssist with onboarding and training new techniciansSupport scheduling, shift coverage, and resource planningProvide hands-on technical support during peak periods or escalationsWork with leadership to implement service delivery strategies and improvements Requirements:Bachelor’s degree in Information Technology, Business, or related fieldPreferred certifications: PMP and/or Organizational Leadership CertificationMinimum 3 years in technical support or service desk environmentMSP experience requiredProven leadership, coaching, or mentoring experienceStrong understanding of ticketing systems, KPIs, and SLA complianceExcellent problem-solving, communication, and organizational skillsAnalytical ability to improve service deliveryHigh customer service and interpersonal skills Pay Range and Compensation Package:Salary range: $50,000 to $55,000 annuallyEligible for monthly bonuses Benefits & Perks:Health, dental, and vision insurance401(k) plan with employer matchPaid time off and holidaysOpportunities for career growth and developmentFormal mentorship programTraining and certification support Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.