Technical Team Lead

Overview

Work Model: Fully On-Site

Shift Type: Rotational EST Hours

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 enquiries. 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

• Looking for Graduate/Postgraduate in IT or related background.
• Excellent verbal, written and interpersonal communication skills.
• Computer literacy, including knowledge of basic software applications and familiarity with the internet and email communications.
• Excellent communication, technical writing and solid presentation skills.

Must Have

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

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 at least 10 System Administrators and Engineers (combination of L1, L2 and L3) to deliver a first-class service.
• Liaise with customers regarding post sales requirements, delivery, and will have input into on-going service reviews.
• Ensure all Managed Service provisions are delivered on time and in accordance with 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 performance-oriented culture with focus on accountability.
• Conduct monthly one to one is with individual team members as well as quarterly reviews.
• To monitor and record attendance and manage issues as appropriate.
• Contribute to the on-going development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.
• To recognize opportunities for improvements to procedures by pro-actively offering ideas and solutions.
• Encouraging team input into procedures and practices – assisting them in developing their ideas.
• Provides 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 “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.

Functional Capabilities

Technical Skills

• MSP experience.
• Experience with service delivery to at least one of these countries-US, Canada, Australia, UK & New Zealand.
• Technology leadership experience.
• Technology solutions building experience such as network design, technology consulting, virtual infrastructure environment design and implementation.
• Experience with managing a helpdesk, NOC, SOC, and Cybersecurity teams.
• MSP tools experience such as ConnectWise, Kaseya, Datto; candidate must have used one of these helpdesk or NOC tools to deliver and manage service.
• MSP technologies background such as Wintel, VMware, Office 365, Azure/AWS, Active Directory; candidate should have had IT infrastructure tech to service delivery manager career path.

ITBD Benefits briefly

• IT By Design is a fun team that does great things. We work hard, and we play hard.
• We provide a competitive salary package, HMO benefits, performance-based bonus, IT hardware will be provided.
• Investing in our teams’ growth and development is our top priority.

ABOUT US

IT By Design is a global IT infrastructure management company with headquarters in Jersey City, New Jersey. We specialize in providing complete IT solutions and support including 24X7 Helpdesk, SOC, NOC, Cloud, Cyber Security and Business Continuity services.

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