Technical Team Lead

Job Description

Job Description

Salary : 50000-65000

Job Description :

Managed Service Provider

We are looking for a Technical Team Lead to join our Managed Service Provider team and assist in overseeing the delivery of IT services to our clients. As a Technical Team Lead, you will be responsible for being a technical resource and mentor to a team of IT professionals, helping ensure that they provide high-quality and timely support, and coordinating with other teams and stakeholders. You will also handle any issues or escalations that may arise.

Responsibilities

• Assist Core Service Delivery Manager in providing a layer of oversight and mentorship for a team of IT professionals
• Timesheet Review and Approval
• Review tickets for accuracy and consistency
• Ensure that the team delivers IT services according to the SLAs (Service Level Agreements) and best practices.
• Learn to drive weekly L10 meetings.
• Coordinate with other teams, such as project managers, account managers, and technical specialists, to ensure smooth and efficient service delivery.
• Assist with onboarding of new clients to ensure seamless transition to support.
• Communicate with clients and stakeholders, providing updates, reports, and solutions to their IT needs and issues.
• Assist in CBRs and client assessments (elaborate)
• Identify and implement opportunities for service improvement, innovation, and automation.
• Ensure Documentation is current for clients.
• Review reporting tools and recognize trends
• Refine and automate when possible
• Mentor your team members, providing them with guidance, opportunities for increased efficiency and productivity
• Hold regular touch base meetings with staff (1 : 1s)
• Keep pulse on staff by having informal drop by conversations
• Assist in pre-sales engineering processes
• Handle any issues or escalations that may arise, resolving them in a timely and professional manner in accordance with SLAs
• Own troubleshooting efforts and communications
• Facilitate postmortem review and possible subsequent recommendations
• Working tickets and taking calls as needed

Requirements