Team Lead, Technology Operations (Midshift)

The Team Lead provides hands-on operational and people leadership for an assigned portfolio of programmes and regional oversight. The role ensures effective ticket delivery SLA performance workload prioritisation programme readiness stakeholder confidence and consistent global standards. The Team Lead balances service ownership with coaching accountability risk management and continuous improvement adapting execution to programme complexity and business needs.

Key Responsibilities: 

Portfolio Service and Stakeholder Leadership

• Own Technology Operations delivery and relationships for assigned programmes serving as the primary point of contact for Programme Managers and key stakeholders.
• Build and maintain effective relationships with stakeholders across all regions time zones and functions adapting communication style to different audiences while ensuring priorities risks decisions and expectations are clearly understood and aligned.
• Understand how operational decisions affect client outcomes service quality risk capacity and broader business objectives.
• Maintain visibility of priorities demand dependencies risks and upcoming changes proactively communicating impacts recommendations and mitigation plans.
• Establish clear expectations drive accountability and ensure stakeholder obligations are met.
• Apply strong critical thinking and decisive problem-solving skills to navigate roadblocks and changing project requirements
• Champion innovation and continuous improvement by building programme and platform expertise across the team leveraging technology tools data and process enhancements to develop scalable solutions that improve operational efficiency service quality and business outcomes.
• Ensure programme knowledge support documentation processes and operational expertise are maintained shared and transferred effectively to reduce key-person dependencies and support consistent service delivery

Workload Ticket and SLA Management

• Direct and prioritize work across Senior Analysts Analysts and Support Coordinators based on urgency complexity business impact capability and capacity while supporting triage activities as needed.
• Monitor ticket portfolio performance SLA attainment aging trends ticket quality documentation standards and work progression ensuring clear ownership effective handovers and timely escalation management.
• Conduct regular quality reviews provide actionable coaching and track completion of agreed improvement actions.
• Coordinate coverage across regions and time zones ensuring continuity during absences workload shifts and significant programme activities.
• Translate complex issues competing priorities and operational data into clear actions ownership and decision points.
• Lead programme strategy calls operational reviews and Tech Champs sessions ensuring decisions actions owners and due dates are clearly documented and tracked.
• Foster a culture of accountability responsiveness and proactive problem-solving through effective planning documentation communication and follow-through.
• Maintain composure and adaptability when facing shifting business goals tight deadlines or operational uncertainty.

People Leadership and Talent Development

• Lead assigned direct reports through regular 1:1s performance conversations goal setting IDP discussions coaching and opportunities for cross-training and knowledge sharing.
• Develop team capability by identifying strengths skill gaps readiness for increased responsibility and career development opportunities while creating actionable growth plans.
• Model professional maturity through integrity accountability reliability sound judgement punctuality respectful communication preparedness and consistent workplace professionalism.
• Partner with Technology Operations Managers and people leaders on performance engagement workforce planning succession readiness and talent development initiatives.

Implementation Readiness and Transition to Operations

• Lead Technology Operations readiness for net-new programmes expansions and major enhancements including UAT access provisioning documentation support procedures training and escalation pathways.
• Own the transition to steady-state support and stabilization activities ensuring effective knowledge transfer risk mitigation stakeholder communication and operational readiness.
• Conduct post-implementation reviews and translate lessons learned into sustainable improvements for future deployments and transitions.

Risk Escalation and Continuous Improvement

• Resolve issues at the appropriate level and escalate early when recurring SLA concerns quality issues client risks resource constraints or broader operational concerns are identified.
• Deliver concise and actionable escalations that clearly communicate business impact actions taken risks and recommended next steps.
• Coordinate cross-functional and cross-regional resolution efforts ensuring seamless handovers ownership clarity and follow-through.
• Make timely data-informed decisions using SLA metrics ticket trends stakeholder feedback and operational insights to improve service quality consistency scalability and operational effectiveness.

Qualifications :

• Bachelors degree required.
• At least 1-2 years of team leadership experience or demonstrated readiness to lead people and operations.
• Demonstrated ability to communicate influence and build consensus with operational technical and leadership stakeholders across globally distributed teams customers and technology partners.
• MSP and VMS experience such as Beeline Fieldglass IQN VNDLY or Simplify with SaaS (ex. Salesforce Jira Workday Oracle Peoplesoft etc.) or software administration and support experience.
• Proficiency with Microsoft 365 applications including SharePoint Excel Word PowerPoint and Outlook.
• Strong written and verbal communication stakeholder management analytical thinking and ability to present a clear business case.
• Build trust and credibility through transparent communication collaboration empathy and strong stakeholder partnership.
• Demonstrate a proactive solution-oriented approach by anticipating challenges identifying improvement opportunities and driving practical actions that enhance operational effectiveness and stakeholder experience that leads to a positive and high-performing team culture.

Additional Information :

We are founded on a culture that is passionate about transforming the way the world acquires talent by delivering client-focused solutions that make a difference for businesses worldwide. From refining how businesses manage their contingent workforce to strengthening employer brands to recruit top talent our integrated solutions drive business results.

As an industry leader we draw upon decades of experience to design innovative tools products and processes. We develop competitive practices that position organizations for growth and we deliver the insight needed to succeed in todays global marketplace.

As a workplace we focus on relationships with each other our clients and our fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives backgrounds and ideas drive innovation and make us successful.

See what its like to work at AGS by searching #LifeAtAGS on any social network.

Remote Work :

No

Employment Type :

Full-time