Position Summary
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.
Engaging, 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 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, virtuali

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