As the Team Leader you will be responsible for leading, motivating and overseeing the day-to-day management of a team of Managed Service Support Consultants; ensuring that the team provides a first class, (predominantly SLA driven) service to Client users when dealing with and resolving a variety of managed service enquires. This is a very customer focused, hands-on role where the Team Leader will be expected to handle and resolve customer queries as well as undertake the day-to-day management aspects that the position requires. The ideal candidate will be able implement effective teamwork by consolidating input from members and will support analysts (technically and operationally) in achieving continuous process improvement by encouraging constructive feedback for procedural, operational and system development.
KEY RESPONSIBILITES:
Coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members (including creating and managing schedules)
Perform training/mentoring to ensure all staff are proficient in assigned duties.
Motivating, coaching and developing the team to deliver a first-class service
Liaise with customers regarding requirements, delivery, and will have input into on-going/forecasted projects
Ensure all Managed Service provisions are delivered on time and in accordance with Client expectations and that logistics, delivery & support is planned and scheduled accordingly with both Provalus and Client stakeholders
Set clear policy, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability
Conduct monthly one on one’s with individual team members as well as formal 6-monthly appraisals with Individual Development Plan focus
Provide effective verbal and written communication to Clients leveraging approved documentation.
Lead Service Delivery weekly, monthly, and quarterly business reviews and ensure to plan for Client’s needs.
Monitor and record attendance and manage issues in compliance with Provalus standards
Contribute to the on-going development of the Managed Support function by sharing knowledge, experience and expertise with other team leaders
Recognize opportunities for improvements of procedures by pro-actively offering ideas and solutions
Encouraging team input into procedures and practices – assisting them in developing their ideas
Provides an escalation level for problem support, management, resolution and communication
Work with Provalus and Client departments to ensure all aspects of “business as usual” operations are maintained to meet customers’ requirements
Acquire and maintain data as it relates to the agreed upon service level agreements (SLAs) and/or Key Performance Indicators (KPIs) and report results to Provalus delivery leadership and Client.
Ensure activity on projects is regularly monitored to ensure milestones are met.
Assist the team, where required, by actively working on customer issues, handling calls etc…
Continue career progression to meet requirements of Team `/ Delivery Manager.
Perform other duties as assigned.
CANDIDATE PROFILE:
Proven experience in a combined customer service handling / technical support role
Experience within an ISP environment an advantage
Background in creating / updating Knowledge Base
Experience in OKTA, Active Directory and Azure AD desired
Relative academic background or work experience, with a degree or equivalent qualification in Information Technology, Business Studies, Computing or relevant subject is preferred
Experience of motivating and leading others as well as deputizing in the team leader’s absence
Previous team leading experience in a similar role is preferred
Experience of providing structured feedback and coaching others
High standard of communication both written and verbal
Capable of managing own workload with minimal supervision to tight deadlines
Able to prioritize and distribute team workload effectively
High performer who is recognized as a role model in their current role
Able to deal with challenging customer and staffing issues in a professional and supportive manner
Willingness to offer ideas and solutions to develop process and procedure updates
Able to work as part of on-call rotation
REQUIRED QUALIFICATIONS:
Two years’ previous Service Desk experience or related field and relative experience managing and leading teams of 10+
One or more of the following certifications are recommended: CompTIA A+; ITIL Foundations; Google IT Support; ServiceNow; OKTA Certified Professional; AWS Solutions Architect
Excellent interpersonal skills to develop effective working relationships
Excellent listening, verbal and written communication skills
Excellent coaching, leadership and supervisory skills
Must have the ability to learn and follow established processes
Awareness and understanding of various Service Desk related software
Ability to rapidly develop expert level job knowledge of services
Team Lead - Jasper, TX
Team Lead - Jasper, TX
Type:
Experienced Hire
Location:
Jasper, TX
Date Published:
14-Apr-2026
Job ID:
42629
