Team Leader I

We are seeking an experienced IT Service Delivery Team Lead to partner closely with the Service Delivery Manager in overseeing day-to-day operations across multiple support this role you will lead teams supporting L2 Helpdesk Mobile Wireless PowerBI Platform and Staffing operations. You will be responsible for keeping the team running smoothly ensuring service quality managing administrative functions such as time sheets and PTO and playing an active role in recruitment and talent development.

KEY RESPONSIBILITIES

Operations & Service Delivery

• Oversee daily operations across L2 Support Mobile Wireless PowerBI Platform Support and Staffing functions
• Serve as the first point of escalation for team issues and service disruptions
• Monitor ticket queues SLAs and KPIs through ServiceNow to ensure timely resolution and maintain high service quality
• Facilitate team communication and coordination using Microsoft 365 and Teams
• Identify process inefficiencies and recommend improvements to enhance operational performance

Reporting & Administration

• Assist in the preparation of Monthly Business Reviews (MBRs) including data gathering metric reporting and presentation materials
• Review and approve team timesheets to ensure accurate and timely payroll processing
• Manage and coordinate PTO requests schedules and coverage planning to maintain uninterrupted service delivery
• Maintain accurate records and documentation across team administrative functions

Staffing & Talent Acquisition

• Support the Service Delivery Manager with staffing operations including sourcing screening and interviewing candidates
• Coordinate and manage the applicant pipeline being presented to BCG for final-round interviews
• Assist with onboarding new hires and ensuring smooth role transitions
• Maintain relationships with candidates and ensure a positive recruitment experience

Coaching & Team Development

• Coach mentor and develop team members through regular 1-on-1s performance feedback and growth planning
• Foster a positive collaborative and accountable team culture
• Proactively identify and address performance gaps morale concerns and skill development needs
• Lead by example and serve as a positive role model for team members across all service groups

REQUIRED QUALIFICATIONS

• 3 years of experience in a team lead or supervisory role preferably in an IT service delivery or managed services environment
• Demonstrated experience managing teams of 15 or more individuals across multiple functions or service areas
• Proficiency with ServiceNow for ticket management queue oversight and SLA tracking
• Strong working knowledge of Microsoft 365 and Teams for team communications and operations
• Experience with HR systems timekeeping and scheduling tools
• Proven ability to coach and develop team members at various skill levels
• Hands-on experience supporting staffing and hiring processes including candidate screening and interviewing
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment

PREFERRED QUALIFICATIONS

• Experience with Payplus and/or PeopleSoft HR systems
• Experience preparing or contributing to MBRs executive dashboards or formal business reporting
• Background in managed services IT outsourcing or enterprise support environments
• ITIL Foundation certification or equivalent service management knowledge