Team Lead - Managed Service
Responsible for ensuring managed service is provided to clients, ensuring IT infrastructure and systems remain operational, and resolving escalated technical incidents and problems.
Key Responsibilities:
- Monitors work queues and provides support to clients with highly technical or sophisticated issues.
- Works independently to resolve escalated incidents and requests within agreed SLA.
- Provides support to all escalated incidents and acts as emergency contact as needed.
- Ensures accurate time management and timely escalation of tickets to management.
- Identifies opportunities for effort optimization and automating routine tasks.
- Provides reports to executive members and systematically gathers information to analyse and resolve complex issues.
- Coaches Service Desk, Operations Centre and L4 teams and performs quality audits.
- Drives customer-oriented approaches and service delivery to clients.
- Provides operational support and continuous service improvement post client handover.
- Implements training and development initiatives for direct reports.
Requirements:
- Relevant IT/Computing degree.
- Relevant and up-to-date ITIL certification.
- Relevant technical certifications (CCNA, CCNP, Cloud etc.).
- Fundamental knowledge of Azure, AWS, SAP and Linux.
- Previous call centre/team lead experience.
- Experience in customer support services.
- Demonstrated experience in implementation of continual service improvement.
- Demonstrated experience in organisational change management.
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