Team Lead

Team Lead Overview
Manages and leads a team of IT Systems Engineers and Technicians. Communicates company goals, safety practices, and deadlines to team. Motivates team members, sets and communicates performance expectations, and assesses performance. Provides assistance to team in handling escalated client concerns, technical issues and requirements for work prioritization. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.

Job Description
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

Department Leadership

• 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
• Manage pulse tool for team – ensure engineers are submitting weekly, review each 15five each week, addressing concerns and passing up those that need Service Management support

Qualifications and Education Requirements

• 4-year degree in a computer related field or equivalent combination of education and experience
• 5+ years of solid MS Windows experience or a non-computer related degree with 7+ years of solid MS Windows experience
• Hands-on experience planning and managing the execution of large complex infrastructure projects
• Hands-on experience with Windows 2016/2012/2008 server, 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
• Ability and desire to lead technical teams
• Ability to learn and teach new technology skills and troubleshooting processes

Project Management Skills

• Must be a team player and enjoy a fast-paced environment
• Maintain a good attitude in stressful situations
• Maintain and advocate for a high degree of professionalism when dealing with vendors, clients and internal stakeholders
• Ability to multitask and effectively prioritize client issues
• Excellent written and verbal communication skills
• Alignment with Medicus IT’s core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation
• Must be able to sit prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 35-50 pounds at times

Medicus IT is an equal opportunity employer and complies with all Federal and State laws, regulations, executive orders, and mandates – including the OSHA mandate, implemented on 1/10/2022, requiring either (a) COVID-19 proof of vaccination or (b) non-vaccinated weekly testing and mask requirement. As a healthcare specific MSP, many of Medicus IT clients have more robust vaccination requirements than our internal policies. As our clients update their COVID-19 policies, some job roles may be required to meet client vaccination requirements.