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 technicians
Monitor ticket flow, workload distribution, and technician performance daily
Ensure technicians' availability via phone dashboards
Conduct monthly coaching sessions
Enforce adherence to SOPs, documentation standards, and best practices
Handle tickets as needed
Oversee ticket queues for SLA compliance and timely client communication
Review and approve escalations to Tier 3 or project teams
Ensure high-quality ticket documentation and workflow hygiene
Participate in client meetings for service delivery insights
Perform regular quality assurance checks on tickets, calls, and documentation
Identify recurring issues and recommend improvements or training
Maintain and update SOPs, runbooks, and knowledge base articles
Lead initiatives to improve efficiency, reduce escalations, and enhance client satisfaction
Collaborate with HR on client complaint investigations
Assist with onboarding and training new technicians
Support scheduling, shift coverage, and resource planning
Provide hands-on technical support during peak periods or escalations
Work with leadership to implement service delivery strategies and improvements
Requirements:
Bachelor’s degree in Information Technology, Business, or related field
Preferred certifications: PMP and/or Organizational Leadership Certification
Minimum 3 years in 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
Analytical ability to improve service delivery
High customer service and interpersonal skills
Pay Range and Compensation Package:
Salary range: $50,000 to $55,000 annually
Eligible for monthly bonuses
Benefits & Perks:
Health, dental, and vision insurance
401(k) plan with employer match
Paid time off and holidays
Opportunities for career growth and development
Formal mentorship program
Training 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.

Work arrangement
Yes