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    IT Technician Team Lead - Las Vegas, United States - Intelligent Technical Solutions

    Intelligent Technical Solutions
    Intelligent Technical Solutions Las Vegas, United States

    3 weeks ago

    Default job background
    Full time
    Description

    Job Description: As a Team Lead, you'll be in charge of overseeing your operations team, assigning tasks, setting deadlines, and keeping track of their progress for the Service Managers. You'll also handle any complex client issues that require extra attention. Additionally, you'll be the go-to person for your team members to voice their concerns. Regular meetings with your team and other Team Leads provide valuable insights for the higher-ups.


    Job Responsibilities:

    • Lead by example and embody the core values of the company.
    • Act as a point of contact for team members facing technical or client-related challenges.
    • Monitor customer satisfaction and team efficiency.
    • Ensure optimal utilization of staff members.
    • Analyze team performance metrics and strive for continuous improvement.
    • Promote teamwork and resolve conflicts within the team.
    • Offer feedback and coaching to enhance team performance.
    • Conduct meetings to discuss business updates and strategies.
    • Implement processes to boost productivity and service quality.
    • Handle any other tasks assigned by leadership.

    Job Qualifications:

    • Alignment with company core values.
    • Customer-centric approach to problem-solving.
    • Supervisory experience or extensive IT Support background.
    • Strong organizational and communication skills.
    • Ability to manage information effectively and adapt to changes.
    • Skilled in leading and motivating teams.

    Job KPI's:

    • First-touch closed: Marks tickets resolved on initial contact.
    • Utilization: Time billed to client tickets.
    • CSAT: Client satisfaction scores.
    • Ticket Response Times: Time to start working on a ticket.
    • Ticket Resolution Times: Time to close a ticket.

    Compensation: Salary ranges from $24.71/hr to $28.92/hr, depending on experience and location. Pay raises can be earned by obtaining certifications provided by the company on a regular basis.


    Benefits:

    • Paid US Holidays.
    • Generous Paid Time Off.
    • Comprehensive Health and Insurance Plans.
    • Company-paid Training and Certifications.
    • Retirement and Disability Coverage.
    • Health & Wellness Programs.
    • Opportunities for Salary Progression.
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