Team Leader

SUMMARY

The Team Leader is responsible for planning and managing the activities and responsibilities of the assigned service team. The Team Leader is also responsible for developing and managing projects by maintaining a project plan that communicates tasks, milestone dates, status, and resource allocation. The Team Leader is also responsible for providing high-level technical support when required.

PRIMARY RESPONSIBLITIES

  • Manage the daily planned activities of the assigned service team
  • Improve usage of IT Support resources and increase productivity of the team
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met
  • Maintain awareness of all outstanding customer issues both pre- and post-delivery and provide status to clients as necessary
  • Perform customer follow-up to verify final resolution and determine satisfaction level of projects
  • Provide accurate reports and metrics to company management on status and budget of on-going projects and agreements
  • Understand overall team objectives, as well as the role and function of each team member
  • Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
  • Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices
  • Develop project plans, goals, and budgets: identify resources needed, develop schedules and measure results in ConnectWise
  • Understand overall project objectives, as well as the role and function of each project team member
  • Organize and manage all phases of the project to ensure on-time completion with budgetary requirements
  • Design and maintain technical and project documentation
  • Evaluates, recommends, develops and implements client IT strategies and policies
  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Implement and support disaster recovery solutions
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • System documentation to include system reviews and recommendations
  • Pursue training and certifications
  • Encourage training and certifications among team members

ADDITIONAL RESPONSIBILITIES

  • Identify areas for improvement and make constructive suggestions for change
  • Continually seek opportunities to increase customer satisfaction and deepen customer relationships
  • Escalate service issues to manager as required
  • Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Involvement in the design and building of new services
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Work through a daily schedule in ConnectWise that has been established through the planning and dispatch process
  • Enter all work as time entries against service or project tickets in ConnectWise on a daily basis
  • Ability and willingness to perform duties of other team members as necessary
  • Functional knowledge of Kaseya and other available remote management software
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

DESIRED QUALITIES

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
  • Strong organizational, presentation, and customer service skills
  • Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
  • Skill in planning and preparing written communications
  • Skill in leading people and getting results with a strong customer orientation
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnostic skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Access to reliable transportation and possess a valid driver’s license
  • Ability and willingness to work hours outside of 8 AM to 5 PM