Technical Team Lead Job in It By Design

Roles and 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 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 ITBDs 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.

Desired Candidate Profile

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.

Perks and Benefits

• Competitive salary and benefits.
• Great work-life balance.
• Comprehensive on-job training, best-in-industry communications training, and sponsorship for skill development.
• Medical insurance coverage 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 movies clubs.
• Community Wellness programs for employees' well being, including Yoga, Mental Break Sessions, Bhangra lessons and more.