Team Lead - Managed Services

Job Title:Team Lead Managed Services

Job Summary:

The Manager Contracts / Team Lead Managed Services is responsible for overseeing and managing IT Facility Management Services (FMS), Remote Customer Support, and Centralised Monitoring (NOC) operations. The role ensures the seamless delivery of IT support services through skilled resident engineers, expert remote troubleshooting teams, and 24/7 monitoring hubs. Responsibilities include coordination with specialised team leads, customer support management, SLA adherence, proactive issue resolution, and continuous improvement. The role also demands strong financial discipline in contract execution and effective cross-functional collaboration.

Key Responsibilities:

Operational Management:

Supervise daily FMS operations, including IT infrastructure support, end-user service delivery, and maintenance activities. Oversee expert remote customer support operations, ensuring effective troubleshooting and timely incident closure. Ensure SLA adherence across all service areasFMS, Remote Support, and NOC operations. Coordinate with specialised team leads (FMS Lead, Remote Support Lead, NOC Lead) to streamline service operations and resolve escalations. Oversee incident, change, and problem management processes to maintain operational efficiency. Plan and implement preventive and corrective maintenance for IT assets.

Team Management:

101, Satyadev Plaza, Veera Desai Road, Off New Link Road, Andheri West, Mumbai 400053

Client Interaction:

Act as the primary point of contact for client stakeholders for all service verticalsFMS, Remote Support, and NOC. Conduct periodic review meetings with clients to discuss SLA performance, service quality, challenges, and improvement plans. Ensure timely reporting of service metrics including uptime, ticket response/resolution times, and NOC monitoring KPIs. Address customer concerns promptly and ensure high customer satisfaction.

Service Quality and Compliance:

Monitor and improve service quality across FMS, Remote Support, and NOC operations. Ensure all customer support processes are compliant with ITIL, security policies, and client-specific requirements. Drive adherence to SLAs and proactively manage any risks to service delivery. Maintain updated documentation for processes, workflows, equipment inventory, and support activities.

Continuous Improvement:

Identify and implement process improvements across on-site, remote, and NOC teams. Analyze recurring issues and implement preventive measures to reduce incident volume. Review team, ticket, and NOC performance data to identify optimization opportunities. Stay updated with evolving technologies and recommend relevant upgrades or automation for service efficiency.

Qualifications and Skills:

Educational Background:

Bachelor's degree in Computer Science, IT, or a related field.

Experience:

56 years of experience in IT Facility Management Services (FMS), Remote IT Support, or NOC operations. At least 23 years in a managerial or team lead role. Demonstrated experience in managing customer support teams and coordinating with specialised technical leads. Strong track record in SLA-based service delivery.

Technical Skills: 101, Satyadev Plaza, Veera Desai Road, Off New Link Road, Andheri West, Mumbai 400053

Strong understanding of IT infrastructure (servers, storage, networks, virtualization, backup). Experience with ITIL frameworks and service management tools (ServiceNow, ManageEngine, etc.). Familiarity with NOC tools and incident monitoring systems. Expertise in remote troubleshooting processes and customer support frameworks. Knowledge of budgeting and cost control in service delivery contracts.

Soft Skills:

Excellent communication and interpersonal skills. Strong analytical, problem-solving, and decision-making abilities. Customer-focused approach with a commitment to SLA compliance and service excellence. Ability to work under pressure and manage multiple priorities.

Key Deliverables:

Consistent SLA adherence across FMS, Remote Support, and NOC operations. Improved customer satisfaction scores and positive feedback. Efficient team coordination, reduced escalations, and optimized service workflows. Cost-effective and budget-compliant contract execution. Updated and audit-ready documentation for operational processes and IT assets.