Technical Team Lead

Job Description - Managed Services Team Leader will be responsible for leading, motivating, and overseeing the day-to-day management of a team of Managed Service Support System Engineers; ensuring that the team provides a first-class service to ITBD s onshore Clients when dealing with and resolving a variety of managed service inquiries - This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer issues as well as undertake the day-to-day management aspects that the post requires Education and Qualifications - >=8 years of IT or related domain. - Excellent written and verbal communication skills. - Education: Graduate (Any stream) preferably in computer science or related field. - Experience with Managed Service Providers or MSP platform companies Responsibilities - Co-ordinate 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. - Motivating, mentoring, and developing a team of 15-20 Engineers(a combination of L1, L2, and L3) to deliver a first-class service. - Consult with customers regarding post-sales requirements, and delivery, and will have input intoongoing service - Ensure all Managed Service provisions are delivered on time and following ITBD sClients expectations and that support is provided accordingly with both internal and external - Setclear objectives, evaluate progress against objectives, and instill a performance-oriented culture with a focus on - Conduct monthly one-on-one is with individual team members as well as quarterly - To Monitor and record attendance and manage issues as - Contribute to the ongoing development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders. - Troubleshooting on Wintel, Firewall, and messaging (Office365 and Exchange Servers). - Monitoring backups. - Troubleshooting networks, virtualization, and Windows servers. - To recognize opportunities for improvements to procedures by proactively offering ideas and solutions. - Encouraging team input into procedures and practices - assisting them in developing their ideas. - Provide an escalation level for problem support, management, resolution, and communication as appropriate. - Work with the department s Service and Process Improvement analysts to ensure all aspects of the departments business as usual operations can be maintained to meet customers requirements. - Work with the Service management function to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified. - Ensure activity on projects is regularly monitored to ensure milestones are met. - Ensure the Test labs are maintained and supported to agreed standards which will assist team members in continuous learning and development of their technical competencies. - Assist the team where required by actively working on customer issues, handling calls, managing tickets and escalations, etc. Must-Have - Proven experience of 8+ years in a combined customer service handling / Managed Services - Minimum 4 years experience working in an MSP environment is a must with a minimum of 2years as a Team Leader/Tech - Exceptional knowledge of troubleshooting and hands-on in Desktop, Servers, Networking, AD,O365, and - Good Academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or a relevant subject an - Experience In motivating and leading others or deputizing in the team leader s - Experience In providing structured feedback and coaching - High standard of communication both written and verbal, must have prior experience with servicing and communicating with onshore Clients. - Capable of managing own workload with minimal supervision to tight deadlines. - Able to prioritize and distribute team workload - High Performer who is recognized as a role model in his current - Able to deal with challenging client and staffing issues in a professional and supportive manner and to see these through to resolution. - Keen to offer ideas and solutions to develop the Managed Services function Behavioral Skills - Longevity and commitment in previous work - Ability to meet targets under pressure and time-bound deadlines. - Dynamic and pleasing attitude and personality.