System Engineer Team Lead

6 days ago

Manila, National Capital Region, Philippines IT by Design Philippines Inc. Full time

Job Summary:

We are seeking an experienced IT professional to fill the position of Technical Service Director. The successful candidate will be responsible for managing a team of system administrators and engineers, providing technical support to clients, and ensuring that all service provisions are delivered on time and in accordance with client expectations.

Key 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 meetings with individual team members as well as quarterly reviews.
  • 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.
  • Recognize opportunities for improvements to procedures by pro-actively offering ideas and solutions.
  • Encourage 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.

Requirements:

  • 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 and preferred 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.

Benefits:

  • HMO with free dependents on Day 1
  • Convertible to cash leaves
  • 13th Month Pay
  • Annual Performance Bonus
  • Government Mandated Benefits (SSS, Philhealth, Pagibig)
  • Life Insurance
  • Pet Insurance
  • Discounted Lunch Meals
  • Subsidized Parking
  • Car Shuttle Services

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