Team Lead

Team Lead - Managed ServiceResponsible for ensuring managed service is provided to clients, ensuring IT infrastructure and systems remain operational, and resolving escalated technical incidents and problems.Key Responsibilities:Monitors work queues and provides support to clients with highly technical or sophisticated issues.Works independently to resolve escalated incidents and requests within agreed SLA.Provides support to all escalated incidents and acts as emergency contact as needed.Ensures accurate time management and timely escalation of tickets to management.Identifies opportunities for effort optimization and automating routine tasks.Provides reports to executive members and systematically gathers information to analyse and resolve complex issues.Coaches Service Desk, Operations Centre and L4 teams and performs quality audits.Drives customer-oriented approaches and service delivery to clients.Provides operational support and continuous service improvement post client handover.Implements training and development initiatives for direct reports.Requirements:Relevant IT/Computing degree.Relevant and up-to-date ITIL certification.Relevant technical certifications (CCNA, CCNP, Cloud etc.).Fundamental knowledge of Azure, AWS, SAP and Linux.Previous call centre/team lead experience.Experience in customer support services.Demonstrated experience in implementation of continual service improvement.Demonstrated experience in organisational change management.
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