Senior Technical Lead / Managed Services Leader

About the job Senior Technical Lead / Managed Services Leader

About Safebox :

Safebox is a boutique firm specializing in outsourced Global IT and Accounting Operations. We offer personalized, comprehensive support tailored specifically to each client's unique business needs, emphasizing excellence, accountability, and strategic value.

Position Overview :

The Senior Technical Lead / Managed Services Leader is a hands-on expert who provides daily technical support and guidance while leading a dedicated team serving one of Safebox's key clients. We're looking for someone experienced in infrastructure, networking, and business application support (Tier 0 to Tier 1.5), ideally with experience at global consulting firms, managed service providers, or mid-to-large corporate IT teams. You'll coordinate a team of up to 8 people (2 onsite, 1 remote domestically, and up to 5 offshore in Latin America and / or South Asia), working onsite at the client's office five days per week. Importantly, you'll take the lead personally on critical troubleshooting and high-priority, executive-level requests, ensuring top-quality, personalized service for VIP stakeholders.

Key Responsibilities :

• Provide direct, hands-on technical support for infrastructure, networking, and business applications.
• Lead daily technical operations, ensuring quality control and adherence to established support processes.
• Personally handle troubleshooting for critical issues and executive-level or VIP stakeholder requests.
• Mentor and guide team members, emphasizing skill development in troubleshooting and problem-solving.
• Conduct daily stand-ups and effectively manage the operational workflow to maintain high customer satisfaction.
• Regularly communicate with client stakeholders, delivering clear updates and proactive issue escalation.
• Monitor team performance against clear metrics such as customer satisfaction, resolution time, and escalation rates.
• Act as a trusted technical advisor and primary point of contact for the client's IT leadership.
• Travel to Latin America at least once a year to engage directly with the offshore team.

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