Technical Team Lead

Position Summary

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.

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 into ongoing service reviews.
- Ensure all Managed Service provisions are delivered on time and following ITBD’s Clients’ expectations and that support is provided accordingly with both internal and external stakeholders.
- Set clear objectives, evaluate progress against objectives, and instill a performance-oriented culture with a focus on accountability.
- Conduct monthly one-on-one is with individual team members as well as quarterly reviews.
- To monitor and record attendance and manage issues as appropriate.
- 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 department's “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.

Capabilities

Must-Have

- Proven experience of 8+ years in a combined customer service handling / Managed Services role.
- Minimum 4 years’ experience working in an MSP environment is a must with a minimum of 2 years as a Team Leader/Tech Lead.
- Exceptional knowledge of troubleshooting and hands-on in Desktop, Servers, Networking, AD, O365, and VMWare.
- Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or a relevant subject an advantage.
- Experience in motivating and leading others or deputizing in the team leader’s absence.
- Experience in providing structured feedback and coaching others.
- 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 effectively.
- High performer who is recognized as a role model in his current role.
- 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