What are the responsibilities and job description for the Support Lead - MSP position at My IT Crew?
Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel? My IT Crew is the place where everyone gets a voice and new ideas are welcomed. Does it sound like this could be your new home? Keep reading….
My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.
- Our clients love us and our satisfaction surveys show it at a consistent 97%.
- We are the team who always “has the cool stuff”, we adopt new tools to make us more efficient and allow us to help our clients with best-in-class support.
- No more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's us!
- We Listen. Our culture of collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward.
We are expanding our operations and seeking to grow our team. We have an opening for a Technical Team Lead to join our Service Delivery Team.
A Technical Team Lead is responsible for leading, motivating, and supervising a team of engineers daily; ensuring the team delivers world-class service to My IT Crew's customers by solving incidents and requests promptly. Hands-on and experience-driven, the Technical Team Lead will be responsible for handling and resolving customer escalations and managing the team daily. By encouraging teamwork and seeking input from team members, the ideal candidate will help team members (both technically and operationally) achieve continuous improvement by encouraging ideas and suggestions for improving procedures, operations, and systems.
This position requires a broad technical knowledge to manage service issues from help desk to escalation engineers. A Technical Tech Lead is required to have a working knowledge of networking, routing, and Microsoft OS and Cloud technologies.
Key Responsibilities:
- Oversee the day-to-day operation of the team in addition to your technical role.
- Suggest and organize team-building activities.
- Monitor team performance and report on metrics.
- Act as a resource to the rest of the team for rapid decisions and direction.
- Help to coordinate escalations.
- Discover training needs and provide coaching.
- Listen to team members’ feedback and resolve any issues or conflicts.
- With time, Technical Team Leads will conduct monthly one-on-one check-ins with their team members.
Qualifications:
- KPI goals consistently met in current role.
- 5 years of relevant technical experience with Microsoft end user and cloud technologies.
- 2 years of relevant management or leadership experience
- Experience in IT service delivery and managing customer expectations.
- Demonstrable experience in incident, problem, and change management.
- ITIL Foundations V3 or V4 certification is highly desired.
- Excellent ability to present information in a manner that is clear and concise.
- Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally.
- Excellent client service skills, with the ability to create/cultivate trusting relationships with clients and co-workers and remain calm in stressful circumstances.
Salary : $90,000 - $105,000
