Service Ops Team Leader
Service Ops Team Leader
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1 Vacancy
Job Description
About the Role
We are seeking a highly motivated and experienced Service Ops Team Leader to lead and manage our afterhours service team. The ideal candidate will be a strong leader with a proven track record of success in managing highperforming teams in a fastpaced IT environment. This role is critical in ensuring seamless and exceptional support to our clients during nonbusiness hours.
Responsibilities:
Team Leadership:
- Oversee the daily operations of the afterhours service team providing guidance mentorship and performance feedback.
- Foster a collaborative and highperforming team culture that prioritizes client satisfaction and employee growth.
- Develop and maintain team schedules to ensure optimal coverage and service continuity.
Service Delivery:
- Ensure timely resolution of enduser support tickets adhering to defined Service Level Agreements (SLAs).
- Proactively monitor and respond to infrastructure alerts and incidents.
- Lead the response to cybersecurity incidents collaborating with internal and external stakeholders.
- Plan and execute afterhours maintenance activities including patching updates and system audits.
Operational Excellence:
- Develop and maintain comprehensive documentation for afterhours procedures workflows and escalation paths.
- Continuously monitor team performance and client feedback to identify areas for improvement.
- Collaborate with other departments to ensure seamless service delivery and alignment with company objectives.
- Generate daily reports on afterhours service metrics and outcomes.
Client Engagement:
- Act as the primary point of contact for clients during afterhours shifts.
- Effectively communicate with clients addressing their concerns promptly and professionally.
- Deescalate client issues and ensure their satisfaction.
Qualifications:
- 10 years of experience in IT support managed services or a related field.
- 5 years of experience in a leadership role managing a team of 7 or more individuals in an MSP environment.
- Strong understanding of IT infrastructure including networking virtualization and cloud technologies.
- Proficiency in infrastructure monitoring tools ticketing systems (e.g. ServiceNow Jira) and remote support platforms.
- Indepth knowledge of cybersecurity principles and incident response protocols.
- Excellent written and verbal communication interpersonal and presentation skills.
- Strong analytical and problemsolving skills with the ability to make sound decisions under pressure.
- Experience with Microsoft 365 Windows Server and other relevant technologies.
- ITIL Foundation certification or equivalent is preferred.
- Microsoft Certified: Azure Administrator Associate or similar certifications are a plus.
- CompTIA Security or equivalent cybersecurity certification is preferred.
Availability & Reliability:
- Do you have a reliable means of transportation
- Are you willing to work out of the office every working day
Work Schedule:
- This position requires flexibility to work during afterhours shifts (3PM to 11PM EST) and be available for oncall support as needed.
- This role requires reporting to the office for all shifts. Remote work is not permitted.
Benefits
Benefits:
- Competitive salary and benefits package.
- Paid time off and holidays.
- Opportunities for professional growth and development.
- Supportive and collaborative work environment.
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Employment Type
Full Time
