Information Technology Support Team Lead Join to apply for the Information Technology Support Team Lead role at ttg Talent Solutions Information Technology Support Team Lead 23 hours ago Be among the first 25 applicants Join to apply for the Information Technology Support Team Lead role at ttg Talent Solutions Direct message the job poster from ttg Talent Solutions HR Manager | Senior TA - Headhunter | Team Leader | Consultor | Trainer International | Tech Headhunter | C Level Headhunter | UX/UI Job Title: Information Technology Support Team Lead Department: Managed Services Schedule: Monday to Friday, 9:00 AM to 5:00 PM EST Position Overview: A growing technology services firm is seeking a results-oriented MSP Manager to lead its Managed Services operations. This role is critical in delivering high-quality, SLA-driven support through oversight of support pods, client escalation management, and optimal utilization of ConnectWise PSA. The ideal candidate will be bilingual (English and Spanish), technically proficient, and experienced in service delivery management within a Managed Services Provider (MSP) setting. Key Responsibilities: - Lead and oversee the MSP support team to ensure proactive, SLA-compliant service delivery across multiple regions. - Act as the primary escalation point for technical issues, urgent incidents, and customer satisfaction challenges. - Own the full lifecycle of service tickets—from triage to resolution—ensuring alignment with workflows and SLAs. - Monitor ticket queues in ConnectWise, ensuring appropriate assignment, prioritization, and workload balancing. - Ensure adherence to best practices in ticket handling, including accurate documentation and time tracking. - Promote and implement ITIL-aligned processes such as incident, problem, and change management. - Track and analyze KPIs including SLA performance, ticket backlog, and customer satisfaction metrics (CSAT). - Conduct team meetings, 1:1s, and development check-ins with support staff. - Collaborate with sales and engineering teams to scope and onboard new managed services clients. - Maintain comprehensive documentation and operational runbooks to standardize service delivery. - Coordinate with third-party vendors and partners as needed. - Participate in after-hours incident management as necessary. Qualifications: - Bilingual – fluent in English and Spanish (written and verbal). - 3–5+ years of MSP experience with a proven track record of team leadership. - In-depth knowledge of ConnectWise PSA. - Experience managing ticket triage and escalation in a high-volume environment. - Demonstrated ability to lead distributed teams across time zones. - Strong technical knowledge in networking, cloud services, backup, cybersecurity, and Microsoft 365. - Excellent communication, organizational, and conflict-resolution skills. - Capable of managing client escalations and high-impact service events. Preferred: - ConnectWise certifications (Manage, Automate, Control). - ITIL Foundation certification or strong familiarity with ITIL methodologies. - Background in technical support or network/systems administration. - Experience working within pod-based service delivery models. ttg Talent Solutions is an Equal Opportunity Employer and recruiting agency. We are committed to creating an inclusive and diverse work environment and welcome applications from all qualified candidates regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Please note that all offers of employment are contingent upon the successful completion of a drug test and background check. We maintain a drug- and substance-free workplace to ensure the safety and well-being of all employees. At ttg, "We believe in making a difference One Person at a Time," ttg OPT. Seniority level - Seniority level Mid-Senior level Employment type - Employment type Full-time Job function - Job function Engineering, Information Technology, and Management - Industries Technology, Information and Media, Information Services, and IT Services and IT Consulting Referrals increase your chances of interviewing at ttg Talent Solutions by 2x Sign in to set job alerts for "Information Technology Support Team Lead" roles. Technical II, Global IT Service Delivery Do we need you in Colombia and we don't even know it yet? We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr