Team Lead, IT​/Tech

General Function:

This role is responsible for leading a small team of CRC On-site Technicians, while continuing to handle hands‑on technical support. The Team Lead serves as the primary point of contact for technology‑related issues, ensuring exceptional customer service, mentoring team members, and managing workload distribution. A key responsibility is resolving technical problems across supported areas, including on‑site and remote support, while guiding the team in following IT processes and best practices.

Under general supervision of the Service Delivery Manager, the Team Lead provides second‑line support for clients and oversees team performance, ensuring timely documentation, escalation, and resolution of technical issues related to hardware, software, network, security, user provisioning, or general computer usage.

• Lead a team of CRC On-site Technicians, providing guidance, mentoring, and support in daily operations.
• Assign and prioritize team tasks to ensure timely resolution of client issues.
• Provide Walk‑Up support for end users requiring immediate assistance during business hours.
• Troubleshoot problems or issues that arise with Windows and mobile devices.
• Ensure proper documentation of troubleshooting and corrective actions using the ITSM system.
• Provide support for audio/visual equipment and “Smart Hands” support for network, printer, and other on‑site IT equipment.
• Oversee PC imaging, setup, and refreshes to ensure a seamless experience for end users.
• Manage asset lifecycle, including intake, inventory, retirement, and disposal.
• Conduct MDF or data center checks, ensuring network and UPS devices are operational and rooms are clean.
• Support remote end users as needed.
• Escalate unresolved issues to management and higher‑level technical teams.
• Drive to alternate sites on an emergency or scheduled basis.
• Monitor and report team performance, workload, and productivity to the Service Delivery Manager.
• Coach team members on technical skills, processes, and customer service best practices.

• Directly supervises 3 CRC On-site Technicians.
• Responsible for team task assignment, scheduling, mentoring, and performance feedback.

• Must be a self‑starter, detail‑oriented, and able to manage both hands‑on work and team oversight efficiently.
• Strong customer service skills and professionalism when interacting with end users and clients.
• Exceptional written and verbal communication skills (English).
• Ability to learn client‑specific applications quickly and mentor team members in their use.
• Strong organizational skills with the ability to prioritize workload for both self and team.
• Prior experience in a Windows environment preferred.
• Excellent understanding of IT infrastructure and the client’s role within it.
• Team player with leadership abilities, invested in maximizing team and department performance.
• Ability to adapt to changing processes and priorities.
• Experience with Active Directory administration.
• Certification or experience equivalent to Microsoft MCITP, CompTIA A+, Network+, or Security+.

• Frequently required to walk, stand, and move about, including between work sites.
• Ability to ascend and descend stairs.
• Must be able to lift and move up to 35 pounds.
• Specific vision abilities include close vision and focus adjustment.

• Regularly required to use written and oral communication skills, analyze data, solve problems, perform detailed work on multiple tasks, and interact with employees, clients, and vendors.
• Must maintain composure in a fast‑paced, high‑quality environment where accountability is critical.

• Work is generally sedentary but may require standing and walking up to 10% of the time.
• Performed within an office environment with standard office equipment available.