Technical Team Lead
- IT By Design
- 8 - 9 years
- Mohali, Chandigarh
- 2 years ago
- Email to a friend
- Report this job
Job Description
-
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
- Conductmonthly one-on-one is with individual team members as well as quarterly
- Tomonitor 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.
Capabilities
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
- Goodacademic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing, or a relevant subject an
- Experiencein motivating and leading others or deputizing in the team leader s
- Experiencein 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.
- Ableto prioritize and distribute team workload
- Highperformer 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.
Benefits
- Competitive salary and benefits
- Great work-life balance
- Comprehensive on-the-job training, best-industry communications training, and sponsorship for skill development.
- Medical insurance coverage is worth INR 5 Lakh for employees and their immediate family.
- Accidental policy coverage to INR 5 Lakh
- Term Life insurance worth INR 20 Lakh
- Community-based engagement clubs at work, including book and movie clubs.
- Community Wellness programs for employees wellbeing specially taken by CEO Life by Design which covers sessions.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: IT By DesignLocation(s): Mohali, Chandigarh+ View Contact
Keyskills: Service management Networking Staffing Process improvement Customer service Windows Troubleshooting Information technology Monitoring Firewall
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in