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# IT Team Lead

- **Company:** Effort Ease LLC
- **Location:** Las Vegas, NV, United States (Remote available)
- **Experience:** Expert
- **Salary:** $50,000.0 - $55,000.0
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Software Documentation, Issue Tracking Systems, Information Technology, 3-tier Architectures
- **Published:** September 25, 2026
- **Apply:** https://www.careerjet.com/jobad/us4ad62223824be6bb90a0dbb584d16114

## About the Role

* Bachelor's degree in Information Technology, Business, or related field.
 * Preferred Certifications: PMP and/or any Organizational Leadership Certification
 * 3+ years in a technical support or service desk environment.
 * MSP experience required.
 * Proven leadership, coaching, or mentoring experience.
 * Strong understanding of ticketing systems, KPIs, and SLA compliance.
 * Excellent problem-solving, communication, and organizational skills.
 * Ability to analyze data and make decisions to improve service delivery.
 * High level of customer service and interpersonal skills.

## Description

The Service Delivery Team Lead is responsible for ensuring their Service Delivery Team delivers consistent, high-quality technical support to clients. This role blends leadership, coordination, quality assurance, and hands-on technical support. The Team Lead oversees daily operations, coaches technicians, enforces SLAs, and drives continuous improvement across the service delivery function.
The ideal candidate is a strong communicator, organized, technically capable, and passionate about elevating both the client experience and the internal team's performance., Team Leadership & Oversight

 * Mentor and support Tier 1 and Tier 2 technicians.
 * Monitor daily ticket flow, workload distribution, and technician performance.
 * Monitor phone dashboards to ensure technicians are available to take calls.
 * Conduct monthly coaching sessions with technicians.
 * Ensure adherence to SOPs, documentation standards, and best practices.

Service Delivery Management

 * Handle tickets as needed
 * Oversee ticket queues to ensure SLA compliance and timely client communication.
 * Review and approve ticket escalations to Tier 3 or project teams.
 * Ensure high-quality ticket documentation and consistent workflow hygiene.
 * Participate in client meetings when service delivery insights are required.

Quality Assurance & Process Improvement

 * Perform regular QA checks on tickets, calls, and technician documentation.
 * Identify recurring issues and recommend process improvements or training.
 * Maintain and update SOPs, runbooks, and knowledge base articles.
 * Drive initiatives that improve efficiency, reduce escalations, and enhance client satisfaction.
 * Collaborate with HR to investigate and respond to client complaints.

Operational Coordination

 * Assist with onboarding new technicians and training on tools, processes, and standards.
 * Support scheduling, shift coverage, and resource planning.
 * Provide hands-on technical support during high-volume periods or escalations.
 * Collaborate with leadership to implement service delivery strategies and improvements.