The successful candidate in this role provides technical direction and guidance to a Technical Support Service (TSS) team and assists with mentoring and developing the team members. The Team Leader builds relationships with clients to provide an excellent customer experience and is responsible for ensuring that the TSS team maintains standards for IT support and exemplary customer service.
Technical Support Services Team Lead.
Cleveland, OH.
Essential Duties.
- Build and maintain relationships with client leadership and primary contacts
- Lead assigned projects and communicate with client leadership on status and updates
- Communicate with FIT Account Managers on project status
- Manage service ticket queues to maintain SLA’s, direct schedules, and dispatch TSS team members
- Leads weekly meetings with FIT teams to uphold SLA’s and review client reports to ensure accuracy of metrics, as well as 1:1 meetings with team members and daily huddles
- Coordinates approvals from clients for allow + deny lists
- Coordinates equipment liquidations with FIT teams, client leadership and vendors/partners
- Performs software/hardware upgrades, and installs, maintains, and repairs desktop hardware, network equipment and PC peripherals
- Performs routine maintenance following company and vendor standards
- Manages escalation of priority issues
Required experience & skills.
- 3-5 years of related work experience
- Ability to:
- Troubleshoot, diagnose, and solve problems as well as document all steps taken for resolution, including use of an internal ticketing system
- Relay technical information and instruction (verbal + written) to clients possessing varying ranges of technical knowledge and background
- Display a professional, confident, reliable, trustworthy, positive demeanor
- Maintain confidentiality of information being accessed, processed, or stored
- Follow processes and protocols
- Meet deadlines and manage multiple tasks simultaneously
- Ensure physical cabling meets desired standards
- Learn software tools/applications (e.g., asset tracking and ticketing system)
- Organizational and time management skills with strong attention to detail and ability to follow-through on tasks
- Basic understanding of varying versions of Microsoft Windows, Microsoft Office, Active Directory, Microsoft 365, and Group Policy
- Comprehension of networking protocols and concepts such as TCP/IP addressing, and VLANS
- Familiarity with network-based PC operating system deployment
Working conditions.
- Ability to lift and carry 50 lbs.
- Frequent travel within an assigned territory or area
- May require occasional evening and weekend work
- Reliable transportation is necessary for this role and requires a valid driver’s license and valid car insurance.
- Ability to fulfil rotating, periodic 24/7 on-call responsibilities
How to apply.
Let us know what job you are applying for and email your resume to: HR@FITtech.com.
FIT Technologies is driven by our core values. We believe in the power of authentic partnerships where people feel trusted, supported, and valued – to create an environment where our team, clients, and IT suppliers can thrive.
We’re an employee-owned company (ESOP) with 170 staff supporting clients in 30 states. We offer a comprehensive benefits package including medical, dental, vision, life insurance, paid time off, parental leave, and a 401k with match. As an ESOP, employees receive shares in the company as part of a retirement benefit. To promote a healthy work environment and provide exemplary customer service, FIT Technologies does not hire tobacco/vape users.
FIT Technologies is an equal opportunity employer and welcomes diversity in our employees. We do not discriminate and will take measures to ensure against discrimination in employment, recruitment, compensation, termination, promotions, and other conditions for any employee or job applicant on the basis of race, color, national or ethnic origin, ancestry, gender, age, religion, creed, disability, military or veteran’s status, sexual orientation, gender identity or gender expression.