Service Level Agreements Support Jobs

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1mo ago

Team Lead IT Support

First Advantage Occidental, CA

Occidental, CA

1mo ago Closed

Full time Manager Customer Service Customer Support

This position is no longer accepting applications (closed Nov 6, 2026).

Job Description

The Team Lead IT Support role at First Advantage oversees Global IT Support operations with a focus on quality customer service, SLA and incident resolution performance, and ongoing process improvement. Based onsite in Occidental, CA, this position also provides end-to-end ownership of onsite IT support for the APAC region, serving as the primary point of contact for local IT needs.

Key Responsibilities

Lead and drive effective execution and continuous improvement across Global IT Support operations while maintaining professionalism throughout team activities.
Ensure the support team delivers high-quality customer service, meets incident resolution targets, and adheres to defined service level agreements (SLAs).
Monitor and guide team members so that customer inquiries and issues are addressed promptly and efficiently.
Coordinate daily ticket-based customer support activities and help sustain a strong customer service culture within the team.
For APAC, provide end-to-end ownership of onsite IT support functions and act as the primary onsite point of contact for IT needs across APAC locations.
Oversee location-specific technical support, including troubleshooting and resolving IT hardware issues, supporting servers, printers, and other infrastructure.
Maintain operational continuity by coordinating with global teams while ensuring seamless delivery of local support services.
Manage daily, weekly, and monthly reporting, tracking metrics such as ticket volume, SLA performance, compliance, backlog, CSAT, escalation rate, and incident trends.
Handle escalations and drive corrective actions to address root causes.
Manage shift roster planning and execution.
Review and update SOPs on a timely basis.
Conduct interviews for IT and Sr. IT support specialist roles.
Observe support operations to assess effectiveness and implement updated techniques when existing methods are not effective.
Coordinate with vendors as needed.
Learn, follow, and enhance Support team policies and procedures.
Become familiar with internal departments, their systems, applications, and service requirements.
Review and test new applications, printers, and software, and provide feedback for adoption decisions.
Identify technical challenges affecting the team and arrange timely trainings.
Propose Service Improvement Plans and support implementation.
Maintain clear communication with end users and members of the technology department.

Requirements

2+ years of experience as a Team Lead with specialization in systems administration and IT Operations in a Windows environment.
Strong knowledge of ITIL processes.
ITIL V4 certification is a strong added advantage.
Systems architecture and integration experience preferred, including hardware and network configuration.
Telephony experience, with Cisco VoIP preferred.
Microsoft Office 2013 and above.
Outlook 2013 and above.
Knowledge of TCP/IP networking and related services such as DNS, SMTP, and DHCP.
Previous experience supporting in a corporate environment.
Experience supporting Outlook in a Microsoft Exchange environment.
Experience supporting a variety of Wi-Fi enabled devices.
Experience supporting remote users.
Basic knowledge of thin client systems, network printers, Citrix, and terminal servers.
Hands-on experience with scripting languages such as PowerShell, including runbook automation and integration for streamlined IT operations.
Excellent communication skills.
Experience working in a global setup with a tightly integrated team.
Ability to clearly explain technical concepts to non-technical audiences.
Ability to recognize, analyze, and solve problems in a timely and organized manner using industry best practices and procedures.
Ability to multi-task in a fast-paced environment.

Technologies

ITIL, ITIL V4
Windows
Cisco VoIP
Microsoft Office 2013
Microsoft Office
Outlook 2013
TCP/IP
DNS, SMTP, DHCP
Microsoft Exchange
Wi-Fi
Thin client systems
Network printers
Citrix
Terminal servers
PowerShell
Runbook automation

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