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 into ongoing service reviews.
Ensure all Managed Service provisions are delivered on time and following 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 a performance-oriented culture with a focus on accountability.
Conduct monthly one-on-one is with individual team members as well as quarterly reviews.
To monitor and record attendance and manage issues as appropriate.
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 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.
Must-Have
Proven experience of 8+ years in a combined customer service handling / Managed Services role.
Minimum 4 years experience working in an MSP environment is a must with a minimum of 2 years as a Team Leader/Tech Lead.
Exceptional knowledge of troubleshooting and hands-on in Desktop, Servers, Networking, AD, O365, and VMWare.
Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or a relevant subject an advantage.
Experience in motivating and leading others or deputizing in the team leader's absence.
Experience in 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
