Technical Team Lead

Position SummaryManaged 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.CapabilitiesMust-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