Team 16 Team Lead Onsite (Sacramento, CA)

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 75% 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.
• Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.

Job Qualifications:

• Willing to work full-time on-site either at the company office or client locations as required.
• Experience with Windows and Mac OS troubleshooting.
• Prior experience in Helpdesk support or a similar role.
• Skilled in application troubleshooting PC deployments/imaging and user profile management.
• Proficient in supporting Office 365 MS Office Adobe Active Directory backup software endpoint cybersecurity mobile devices and various business applications.
• Experience with Managed Service Providers (MSPs) is highly desirable.
• Valid drivers license vehicle insurance and access to a vehicle for client visits.

Job KPIs:

• 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.

Compensation:

Pay rate ranges from $30.35/hour up to $36.25/hourand may vary by experience and location.

Benefits:

• Medical Insurance Plan
• Dental & Vision
• Life Insurance
• Disability Coverage
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Retirement Plan
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification
• Supplemental Life Insurance (Employee-paid)
• Supplemental Health Plans (Employee-paid)

You have the option to speed up your application process by following the two-step approach below or simply Submit Application by filling out the form (Apply for This Job).Then someone from our team will reach out to you as soon as possible:

Step 1: Please go to this link for a short technical quiz:PRE-EMPLOYMENT ASSESSMENT

Step 2: Complete this pre-recorded video interview:PRE-RECORDED VIDEO INTERVIEW