Team Lead

• The Team Lead is the administrative arm of the tech team that leads the help desk technicians. This person participates in interviews, and hiring of staff members, goal setting, delivery of performance feedback, team development and disciplinary processes. Collaborates with all other departments to ensure exceptional customer experience, high levels of team and organizational performance, productivity, and efficiency.

Role and Responsibilities

• Perform active role leading Systems Engineers on projects i.e. server and firewall installations, migrations, VOIP installations, virtualization with High Availability, setup VPN, etc.

• Resolution of service tickets escalated from team members, provide guidance for or personally resolve aging and complex issues

• Participate in project planning, delivery of solutions; answer technical and procedural questions for less experienced team members; teaching improved processes; mentoring team members

• Evangelize all published Medicus IT processes and metric related targets

• Own metric performance for all team members, tracking CSAT, SLA Adherence, Time Entry Timeliness, Past Due Tickets, Utilization, etc. Review Monthly performance averages and manage tech team to targets and communicate to Service Manager when resources or management support is needed to maintain published standards

• Teach new technology and processes to engineering team

• Develop technical team members by helping them achieve professional goals through creation of development plans in accordance with published guidelines and 1:1 monthly meeting with each team member

• Provide Coverage / Backup for Critical business processes, Log into call queue to field incoming call requests during periods of high volume

• Takes part in after hours On Call rotation as needed

• All other duties assigned

Qualifications and Education Requirements

• 4-year degree in a computer related field or equivalent combination of education and experience

• 5 years of solid experience supporting a Microsoft Windows Business Environment

• Hands-on experience planning and managing the execution of large complex infrastructure projects

• Hands-on experience with all supported versions of Windows servers, Active Directory, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication Issues

• MSP specific experience strongly desired

• Successful completion of designated Certifications

• Excellent problem-solving and customer service skills

• PM22