Job Description
The Team Lad 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
- 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.
- Ensure each member of the staff is effectively utilized 80% of the time or higher.
- Continuously assess other 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.
- Complete any other tasks as assigned by ITS Leadership."
Job Qualifications
- A very strong cultural fit with the ITS core values mentioned above.
- Exhibit a customer-first mindset, employing an empathic approach to problem-solving and ensuring customer satisfaction remains a top priority.
- At least 3 years supervisory experience with excellent track record or minimum of 5 years of experience in IT Support or a similar role.
- Organizational and time-management skills.
- Possess exceptional verbal and written communication skills, demonstrating clarity, precision, and effectiveness in conveying information.
- Exhibit the ability to manage a high volume of information and data efficiently, demonstrating a keen eye for detail and accuracy.
- Ability to creatively use resources and adjust to changes quickly and professionally.
- Demonstrate the ability to lead teams effectively, measuring individual performance and fostering a collaborative and high-performance team culture.
Job KPI's
- First-touch closed: Each ticket that is completed with only one time entry contributes to this number.
- Utilization: The percentage of time that you are on the clock and billing time to client tickets.
- CSAT: Scores filled out by clients using the rating system in tickets.
- Ticket Response Times: Time before a ticket is worked.
- Ticket Resolution Times: Time before a ticket is closed.
- NextTicket Usage: The percentage of tickets that you pick up, modify, and put time into from the NextTicket menu.
