New IT Technician Team Lead (Remote)

Team Oversight & Daily Operations:

• Lead day-to-day team operations by monitoring attendance and managing workload distribution.
• Serve as the first point of escalation for complex tickets and high-priority client issues.
• Maintain visibility into team performance and queue health, identifying bottlenecks proactively.

Proactive Maintenance Oversight:

• Oversee execution of proactive tasks like CyberCNS patch remediation and vulnerability fixes.
• Identify recurring issues and opportunities for continuous improvement.
• Maintain service board hygiene and ensure proper documentation.

Meetings & Reporting:

• Attend weekly Proactive Team Leads L10 meeting and facilitate team-specific L10.
• Collaborate with other teams to address operational issues and dependencies.
• Update weekly and monthly scorecards and conduct timesheet reviews.

Coaching & People Management:

• Conduct monthly 1-on-1 coaching sessions with each technician covering feedback and performance.
• Review feedback from leadership, perform root cause analysis, and ensure issues are addressed.
• Foster accountability by assigning clear ownership over tasks and processes.