Technical Team Lead

• 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.