IT Support Team Lead

IT Support Team Lead

Location: Folsom, CA (100% On-Site)

Type: Full-Time | In-Office Only

Role Summary

We are hiring an IT Support Team Lead to manage and mentor a team of support technicians in a fast-paced, multi-client MSP environment. This is a hands-on leadership role where you’ll oversee day-to-day service delivery, ensure SLAs are met, and drive performance through reporting, analytics, and metrics.

This is not a remote role—you must be fully on-site at the Folsom office. The Team Lead will work closely with the operations and executive team, ensuring high-quality support while fostering a culture of accountability, growth, and collaboration.

Top Candidate Attributes

• Metrics-driven: Strong understanding of KPIs, reporting, and performance metrics to guide team success
• Leadership-minded: Proven ability to coach, mentor, and hold others accountable
• Fast-paced execution: Can prioritize and drive results in a multi-client environment
• Client-service orientation: Balances internal team management with external client satisfaction
• On-site presence: Must be able to lead effectively from the office—this is not a hybrid or remote position

Key Responsibilities

• Manage daily operations of the support team
• Monitor performance metrics (response/resolution times, ticket volume, client satisfaction)
• Generate and analyze service reports to identify trends, gaps, and areas for improvement
• Coordinate team schedules and coverage
• Serve as an escalation point for technical or service-related issues
• Collaborate with leadership to align service delivery with company goals

• Career Growth: Clear promotional paths; employees move up as soon as they complete their development plans
• Leadership Support: Open-door policy with executives—collaboration is encouraged at every level
• Culture & Perks:
• Tight-knit, high-energy team
• $2,000/month in team food and regular food truck visits
• Frequent team-building events and lunches
• “Work hard, play hard” environment with real camaraderie

Other Details

• This role is 100% in-office at the Folsom HQ
• Must be local to the Sacramento area or willing to relocate
• Strong preference for candidates with MSP or IT services team leadership experience