IT Team Lead

About Us:
Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services.   

About the Role:
The Service Delivery Team Lead is responsible for ensuring their Service Delivery Team delivers consistent, high‑quality technical support to clients. This role blends leadership, coordination, quality assurance, and hands‑on technical support. The Team Lead oversees daily operations, coaches technicians, enforces SLAs, and drives continuous improvement across the service delivery function. 

The ideal candidate is a strong communicator, organized, technically capable, and passionate about elevating both the client experience and the internal team’s performance. 

Location: Remote 
Schedule: Monday – Friday 8:00 am – 5:00 pm PST 
Salary: $50,000-$55,000 annually
Bonus: This position is eligible for monthly bonuses 

Benefits: 

• Health, dental, and vision insurance 
• 401K + employer match 
• Paid time off and holidays 
• Opportunities for career growth and development 
• Formal and structured mentorship 
• Training and certification support 

Responsibilities:

Team Leadership & Oversight 

• Mentor and support Tier 1 and Tier 2 technicians. 
• Monitor daily ticket flow, workload distribution, and technician performance. 
• Monitor phone dashboards to ensure technicians are available to take calls. 
• Conduct monthly coaching sessions with technicians. 
• Ensure adherence to SOPs, documentation standards, and best practices. 

Service Delivery Management 

• Handle tickets as needed 
• Oversee ticket queues to ensure SLA compliance and timely client communication. 
• Review and approve ticket escalations to Tier 3 or project teams. 
• Ensure high‑quality ticket documentation and consistent workflow hygiene. 
• Participate in client meetings when service delivery insights are required. 

Quality Assurance & Process Improvement 

• Perform regular QA checks on tickets, calls, and technician documentation. 
• Identify recurring issues and recommend process improvements or training. 
• Maintain and update SOPs, runbooks, and knowledge base articles. 
• Drive initiatives that improve efficiency, reduce escalations, and enhance client satisfaction. 
• Collaborate with HR to investigate and respond to client complaints.  

Operational Coordination 

• Assist with onboarding new technicians and training on tools, processes, and standards. 
• Support scheduling, shift coverage, and resource planning. 
• Provide hands‑on technical support during high‑volume periods or escalations. 
• Collaborate with leadership to implement service delivery strategies and improvements. 

• Bachelor’s degree in Information Technology, Business, or related field. 
• Preferred Certifications: PMP and/or any Organizational Leadership Certification 
• 3+ years in a technical support or service desk environment.  
• MSP experience required. 
• Proven leadership, coaching, or mentoring experience. 
• Strong understanding of ticketing systems, KPIs, and SLA compliance. 
• Excellent problem-solving, communication, and organizational skills. 
• Ability to analyze data and make decisions to improve service delivery. 
• High level of customer service and interpersonal skills. 

Why Join EO?
At EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements.   
  
We are aligned through our core values and seek employees that embody these:  

• Service – we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.   
• CWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.   
• Perspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations.  
• Efficiency – we maximize output and minimize wasted time, effort, and resources.  
• Passion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.   
• Reliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations.   
• Merit – we recognize and reward talent, hard work, and the pursuit of excellence.   

Inclusion & Equal Opportunity Employment
Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.