IT Team Lead

Job Summary

A company is looking for an IT Team Lead.

Key Responsibilities

• Mentor and support Tier 1 and Tier 2 technicians while monitoring daily ticket flow and performance
• Oversee service delivery management, ensuring SLA compliance and high-quality ticket documentation
• Perform quality assurance checks and drive process improvements to enhance client satisfaction

Required Qualifications

• Bachelor's degree in Information Technology, Business, or a related field
• Preferred Certifications: PMP and/or any Organizational Leadership Certification
• 3+ years in a technical support or service desk environment, with MSP experience required
• Proven leadership, coaching, or mentoring experience
• Strong understanding of ticketing systems, KPIs, and SLA compliance