Managed Service Lead
2 weeks ago
Role: Managed Service Lead
Location: Pune
Experience Preferred: 10+ Years
Job Description:
- Lead a team of managed service professionals, including service desk analysts, system administrators, network engineers, and other technical staff.
- Define and implement service delivery processes and procedures to ensure the effective and efficient delivery of managed services.
- Monitor service levels and key performance indicators (KPIs), identify areas for improvement, and take corrective action as necessary.
- Act as the primary point of contact for clients, ensuring that their needs and requirements are understood and addressed in a timely manner.
- Develop and maintain strong relationships with clients, vendors, and other stakeholders.
- Provide regular reporting on service performance, including SLA compliance, incident resolution times, and customer satisfaction levels.
- Work closely with sales and business development teams to identify new opportunities for managed services and support the development of proposals and bids.
- Stay current with industry trends and best practices in managed services and IT service management.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
- Minimum of [insert number] years of experience in IT service management, with a focus on managed services.
- Proven leadership abilities, with experience managing teams of technical professionals.
- Strong understanding of ITIL or other IT service management frameworks.
- Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal stakeholders at all levels.
- Strong analytical and problem-solving skills, with the ability to think strategically and act tactically to resolve issues and improve service delivery.
- Relevant certifications such as ITIL Foundation, PMP, or CompTIA Network+ (preferred).
- Experience with managed services platforms and tools (e.g., remote monitoring and management, ticketing systems, etc.).
- Ability to work independently and collaboratively in a dynamic, fast-paced environment.
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