Job DescriptionPosition Summary
nManaged Services Team Leader will be responsible for leading, engaging, 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.
nThis 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
nmanagement aspects that the post requires.
nEducation and Qualifications
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- >=8 years of IT or related domain.n
- Excellent written and verbal communication skills.n
- Education: Graduate (Any stream) preferably in computer science or related field.n
- Experience with Managed Service Providers or MSP platform companiesn

nResponsibilities
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- 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.n
- Motivating, mentoring,



and developing a team of 15-20 Engineers (a combination of L1, L2, and L3) to deliver a first-class service.n
- Consult with customers regarding post-sales requirements, and delivery, and will have input into ongoing service reviews.n
- Ensure all Managed Service provisions are delivered on time and followingn

nITBD's Clients' expectations and that support is provided accordingly with both internal and external stakeholders.
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- Set clear objectives, evaluate progress against objectives, and instill a performance- oriented culture with a focus on accountability.n
- Conduct monthly one-on- one with individual team members as well as quarterly reviews.n
- To monitor and record attendance and manage issues as appropriate.n
- Contribute to the ongoing development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.n
- Troubleshooting on Wintel, Firewall,

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