Team Lead

TEKsystems
$30.00 - $35.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Florida, Ocoee
Mar 12, 2025
Description Responsible for daily operations of their team which aims to triage and quickly address or route incoming issues and sends requests to the appropriate support team, while providing excellent customer service experience. This role is responsible for training and supporting the team. The Team Lead will help resolve issues and will be the main escalation point for incidents or requests. Additionally, the Team Lead is involved in the continuous improvement process, which includes performance assessment, report creation, metrics monitoring, and documentation. Job Responsibilities: * Manage the day-to-day activities of their team, including prioritizing support, delegating work, monitoring, and reporting trends, including security incident awareness, and ensuring efficient service delivery by leveraging the IT support specialists. * Serve as a high-level resource for their team and the main escalation point for customer service-related issues. * Assists with the monitoring and tracking of inventory for the Information Technology cost center. * Work closely with the IT leadership to identify areas for improvement in the processes, and workflows to implement strategies, to enhance overall efficiency, user satisfaction, and service quality. * Monitor, analyze, and suggest improvements to work processes, for improved efficiencies, while keeping the knowledge library updated for the best experience for our customers and our IT team members. * Collaborate with other IT departments to ensure that all service tickets are resolved and responded to promptly for the specified unit. * Performs Quality Assurance on customer incidents onsite or at remote sites, by ensuring that Service Level Agreements are met. * Responsible for coordinating and scheduling audiovisual setups and video conferencing support * Travel to remote locations to provide support, as needed * Perform other duties as assigned Required Skills: * High school diploma or equivalent; additional certifications or relevant education is a plus. * IT Enterprise experience is preferred * Minimum two years' experience in customer service and quality assurance. * Minimum one year of supervisory experience managing staff and projects. * Previous experience using a ticketing system that manages support requests and monitoring trends. * Ability to manage multiple priorities and work independently or as part of a team * Capacity to perform in high-pressure situations, with strong organizational and time management skills * Strong technical troubleshooting skills with hardware and software issues. * Understanding of help desk processes and service management principles. * Supervisory skills, including the ability to motivate, develop and empower team members. * Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday. * Ability to lift up to 30 pounds Skills Desktop, Support, Customer service, Technical support, Troubleshooting, configuration management software, Help desk support, Customer support, virtual support, audiovisual, training development, leadership development, Active directory, Windows 10 Top Skills Details Desktop,Support,Customer service,Technical support,Troubleshooting,configuration management software,Help desk support,Customer support,virtual support,audiovisual,training development,leadership development Additional Skills & Qualifications Education: Associate's or Bachelor's Degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience. Experience: A minimum of 5 years of IT work experience in computer operations with exposure to multi-platform environments. Requires experience in leading teams and projects. Breadth: First level management in data center operations. Works under general direction of middle level management. Manages multiple processes within the operations area. Manages and mentors technical staff. Experience Level Intermediate Level Pay and Benefits The pay range for this position is $30.00 - $35.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Ocoee,FL. Application Deadline This position is anticipated to close on Mar 14, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.