Technical Service Desk Team Leader

About ATECH Cloud (Cloudzen 365)

Atech is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365.

Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas:

• Azure infrastructure managed service
• Modern Workplace: Office 365, Microsoft365, and Azure Virtual Desktop
• Managed Security and SOC with Microsoft Defender, Sentinel

Company website link: https://atech.cloud/

Role Scope

Job Title

Dept

Team

Manager:

Location

Operational Window & Shift Pattern

Mon-Fri UK Business hours + on call availability to cover escalations in the event of emergencies.

Role Purpose

For Management Roles

Span of Control & Team Location

Responsible for 6-10 roles immediately, with the opportunity to expand significantly over the next 12 months.

Commercial/Budget Accountability

None applicable

Key Responsibilities:

Team Leadership & Oversight

• Lead, mentor, and support the nightshift incident management and backup teams based in India.
• Provide technical guidance, prioritisation, and escalation support during incidents.
• Foster a culture of accountability, collaboration, and continuous improvement.

Incident & Operations Management

• Oversee timely response, triage, and resolution of incidents across datacenter and public cloud environments.
• Ensure adherence to incident management processes, SLAs, and escalation protocols.
• Act as the senior escalation point during critical and high-severity incidents.

Backup & Recovery Operations

• Manage the day-to-day operation of backup services teams, ensuring systems are monitored and corrected, and customer queries and service requests handled efficiently.
• Drive continual improvement in backup success rates, restores, and testing.
• Work closely with platform teams to resolve recurring or complex backup issues.

Customer & Stakeholder Communication

• Ensure clear, timely, and professional communication with internal stakeholders and customers during incidents.
• Produce incident and problem reports, identifying root causes and preventative actions.

Process, Quality & Compliance

• Ensure team processes align with ITIL practices and company standards.
• Monitor KPIs, SLAs, and operational metrics for incident and backup functions.
• Ensure compliance with security, governance, and audit requirements.

Continuous Improvement & Innovation

• Identify trends, recurring issues, and service gaps; recommend and implement improvements.
• Drive automation, tooling, and process enhancements to improve efficiency.
• Collaborate with global teams to standardise practices across regions.

People Development & Resource Management

• Conduct regular 1:1s, feedback sessions, and performance reviews.
• Support skill development and cross-training across incident and backup functions.
• Plan and allocate resources effectively, ensuring nightshift and backup coverage.
• Ensure continual engagement with UK-based teams to anticipate and expand the India resources where required, ahead of requirement.

People Interactions:

> Daily communication with immediate team, communicating daily activities and key priorities

> Regular communication with members of the management team to monitor progress and address any challenges.

> Line management of team, including providing regular informal feedback on performance, and formalised 1:1s.

> Point of escalation for complex customer queries and complaints.

> Liaise with colleagues from other teams / departments to ensure completion of tasks.

Knowledge & Skills:

Technical Knowledge

• This is a technical role, 70% technical, 30% people management
• Expertise in backup technologies (e.g., Veeam, Commvault, NetBackup, Rubrik, or equivalent).
• Understanding of disaster recovery principles, RTO/RPO objectives, and restoration processes.
• Familiarity with security best practices and compliance standards relevant to MSP operations.
• Knowledge of monitoring and alerting tools (e.g., Nagios, Zabbix, SolarWinds, CloudWatch).
• Competence in scripting/automation (PowerShell, Python, Bash, or Ansible) to drive efficiency.
• Understanding of networking fundamentals (TCP/IP, DNS, routing, firewalls, VPNs).
• Familiarity with virtualisation (VMware, Hyper-V, KVM)

Leadership & Management Skills

• Ability to lead local/remote teams, particularly in a 24x7 support model.
• Strong decision-making skills under pressure, especially during high-severity incidents.
• Excellent mentoring and coaching abilities to build technical and professional skills in the team.
• Effective resource and shift management, ensuring coverage and workload balance.
• Experience in driving performance through KPIs/metrics and continuous improvement.

Communication & Collaboration

• Strong verbal and written communication skills, especially in incident/customer updates.
• Ability to communicate technical issues clearly to both technical and non-technical stakeholders.
• Skilled in collaborating across global teams and multiple time zones.
• Conflict resolution and stakeholder management skills.

Problem-Solving & Analytical Skills

• Ability to quickly assess complex technical problems and guide resolution.
• Strong root cause analysis and problem-management capabilities.
• A mindset for proactive risk identification and mitigation.

Personal Attributes

• Resilient and adaptable, able to remain calm under pressure.
• Customer-focused with a service excellence mindset.
• Proactive, with a drive for innovation and improvement.
• Flexible and reliable in supporting a 24x7 environment.

Atech Benefits:

• 24 days leave plus 8 festival holidays
• Food Provided
• Provident Fund
• Exam fee and training funding
• Healthcare Scheme.
• Enhanced maternity & paternity leave
• Employee Assistance Programme
• Employee Wellbeing policy
• Mobile reimbursement policy
• Employee Referral Scheme
• Individual Training & Development Plans.

Eligibility Criteria:

Atech is committed to fostering an inclusive and diverse workplace.