PositionSummary

Managed Services TeamLeader willberesponsible for leadingmotivatingand overseeing the day-to-day management of a team of Managed Service Support System Engineers; ensuringthat theteamprovidesafirst-classservicetoITBDsonshoreClientswhendealing with and resolving a variety of managed service inquiries.

Thisisaverycustomer-focusedhands-onrolewherethe TeamLeaderwillbeexpectedto handle and resolve customer issues as well as undertake the day-to-day

managementaspectsthatthepostrequires.

EducationandQualifications

• >8yearsofITorrelateddomain.
• Excellentwrittenandverbal communicationskills.
• Education:Graduate(Anystream)preferablyincomputerscienceorrelatedfield.
• ExperiencewithManagedServiceProvidersorMSPplatformcompanies

Responsibilities

• Co-ordinateandmanagetheday-to-dayactivitiesoftheteambymonitoringand managingthedistributionofthedailyworkloadevenlyacrossallteammembers.
• Motivatingmentoringanddevelopingateamof15-20Engineers(a combination of L1 L2 and L3) to deliver a first-class service.
• Consultwithcustomersregardingpost-salesrequirementsanddeliveryandwill have input into ongoing service reviews.
• EnsureallManagedServiceprovisionsaredelivered ontimeandfollowing

ITBDs Clientsexpectationsand thatsupportisprovidedaccordinglywithboth internal and external stakeholders.

• Setclearobjectivesevaluateprogressagainstobjectivesandinstillaperformance- oriented culture with a focus on accountability.
• Conductmonthlyone-on-onewithindividualteammembersaswell asquarterlyreviews.
• Tomonitorandrecordattendanceandmanageissuesasappropriate.
• ContributetotheongoingdevelopmentoftheManagedSupportfunctionbysharing knowledge experience and expertise with other team leaders.

• TroubleshootingonWintelFirewallandmessaging(Office365andExchange Servers).
• Monitoringbackups.
• TroubleshootingnetworksvirtualizationandWindowsservers.
• Torecognizeopportunitiesforimprovementstoproceduresby proactivelyoffering ideas and solutions.
• Encouragingteaminputintoproceduresandpractices assistingthemin developing their ideas.
• Provideanescalationlevelforproblemsupportmanagementresolution and communication as appropriate.
• WorkwiththedepartmentsServiceandProcessImprovementanalyststoensure all aspects of the departments business asusual operations can be maintained to meet customers requirements.
• Work with the Service management function to ensure key SLAs are met for provisioningandsupportandtoensureprogressupdatesareprovidedasrequired where service issues are identified.
• Ensureactivityonprojectsisregularlymonitoredtoensuremilestonesaremet.
• EnsuretheTestlabsaremaintainedandsupportedtoagreedstandardswhichwill assist team members in continuous learning and

developmentoftheirtechnicalcompetencies.

• Assisttheteamwhererequiredbyactivelyworkingoncustomerissueshandling calls managing tickets and escalations etc.

Additional Experience-

• Provenexperienceof8yearsinacombinedcustomerservicehandling/Managed Services role.
• Minimum4years experienceworkingin anMSPenvironmentisamustwith a minimum of 2 years as a Team Leader/Tech Lead.
• Exceptionalknowledgeoftroubleshootingandhands-oninDesktopServers Networking AD O365 and VMWare.
• GoodacademicbackgroundwithadegreeorequivalentqualificationinInformation Technology Business Studies Computing or a relevant subject an advantage.
• Experienceinmotivatingandleadingothersor deputizingintheteamleadersabsence.
• Experienceinprovidingstructuredfeedbackandcoachingothers.
• Highstandardofcommunicationbothwrittenandverbalmusthaveprior experience with servicing and communicating with onshore Clients.
• Capableofmanagingown workloadwithminimalsupervisiontotightdeadlines.
• Abletoprioritizeanddistributeteamworkloadeffectively.

• Highperformerwhoisrecognizedasarolemodelinhiscurrentrole.
• Abletodealwithchallengingclientandstaffingissuesina professionaland supportive manner and to see these through to resolution.
• Keentoofferideasand solutionstodeveloptheManaged Services function

OurCultureandYou

Whatdoesthedayinlifelooklikeforthe Technical TeamLeadYoucometoworkeachday in anenvironment that promotes a community ofcollaboration andengagement. Youwork closely with an enthusiastic and positive leadership team that is invested in your

andhavefunwhiledreaming big.

Ouremployeeshaveindicatedthatwith ITbyDesign theywillfind ahomewheretheir passion and career goals finally intersect for them to live a life full of purpose.

Benefits

• Competitive salary and benefits.
• Great work-life balance.
• Medical insurance coverage is worth INR 5 Lakh for employees and their immediate family.
• Term Life insurance worth INR 20 Lakh.
• Community-based engagement clubs.
• Subsidized meals and discounted medical check-ups for all the employees.
• Community Wellness programs for employees wellbeing.
• CEOs personalized Life by Design program for leading a fulfilling life.

Required Experience:

Manager