Junior Contact Center Team Lead

Agilant Solutions, Inc.

. Supervise and support overnight contact center staff across retail and MSP service lines .

Posted 10/2/2026full-timeNaperville • Illinois • United StatesSenior💰 $19 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing overnight contact center operations, including technical support delivery, performance monitoring, and escalation procedures. Proficient in utilizing MSP ticketing systems and IT service management principles to ensure compliance and effective communication.

Highest-signal resume keywords

Contact Center ManagementTechnical Support ExperienceMSP Ticketing SystemsITIL Framework UnderstandingPerformance Metrics Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem Resolution TrackingCapacity PlanningCost/Benefit AnalysisTechnical Documentation Interpretation

Soft Skills

Decision-Making SkillsExcellent Communication SkillsProblem-Solving SkillsAbility to Work IndependentlyFlexibility in Schedule

Tools & Technologies

ConnectWiseAutotaskServiceNowRemote Monitoring ToolsCRM Platforms

Industry Keywords

SLA MonitoringEscalation ProceduresFCR MetricsAHT MetricsCSAT Metrics

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Supervise and support overnight contact center staff across retail and MSP service lines
Provide real-time coaching and performance feedback
Serve as the primary overnight escalation point for complex technical and customer service issues
Resolve escalated issues and coordinate with on-call technical resources
Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Collaborate with IT support staff and client technical teams during overnight maintenance windows
Manage multi-tenant MSP operations, client-specific SLA monitoring, escalation procedures, and performance reporting
Oversee Tier 1/Tier 2 technical support delivery, incident management, problem-resolution tracking, and knowledge-base maintenance
Coordinate technical escalations with client IT teams and internal technical resources
Ensure compliance with client procedures, security protocols, and documentation requirements
Monitor and report FCR, AHT, SLA adherence, and CSAT metrics
Maintain staffing rosters, queue assignments, and escalation contacts
Delegate tasks and set deadlines for overnight analysts
Ensure proper incident documentation and shift handoff protocols
Monitor system performance, resolve problems, complete action plans, and coordinate handoffs to day-shift leadership
Coordinate with Professional Services and Technical Account Managers for critical issue handoffs and client communication
Prepare daily shift reports covering overnight activity, incidents, escalations, and performance metrics

Requirements

What you’ll need

2+ years of contact center or technical support experience
Team lead, supervisor, or shift lead experience preferred
Proven ability to work independently during overnight hours with strong decision-making skills
Excellent written and verbal communication skills for shift handoff documentation
Ability to remain alert and responsive during overnight hours
Flexibility to adjust schedule based on business needs and coverage requirements
Strong problem-solving skills and ability to manage high-pressure situations with limited resources
Overnight shift: 10:00 PM–6:00 AM CST
Weekend availability required
Experience with MSP ticketing systems such as ConnectWise, Autotask, or ServiceNow and CRM platforms
Understanding of IT service management principles and ITIL framework
Familiarity with remote monitoring and management tools and overnight alert protocols
Knowledge of escalation procedures for technical issues beyond Tier 1/2 scope, especially for after-hours emergency response
Ability to interpret technical documentation and communicate technical concepts to non-technical stakeholders
Experience managing overnight operations with minimal direct supervision

Benefits

Comp & perks

Health, Dental, and Vision Insurance
401(k) retirement plan
Life Insurance
16 days of PTO
10 Paid Holidays
Lunch is provided every Friday