Managed Services Team Leader


Premium Job From Recruitment Genius

Recruiter

Recruitment Genius

Listed on

20th May 2017

Location

Edinburgh

Salary/Rate

£45000 - £55000

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

This Microsoft Cloud Specialist is looking to recruit a Managed Services Team Leader.

Their Managed Service team are responsible for providing support to customers, a service that ranges from additional support to in-house teams through to providing a fully out-sourced service. This includes managing of all hardware (including network), software, O365 and IT strategy for clients.

Key Responsibilities

- Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members

- Motivating, coaching and developing the team to deliver a first-class service

- Liaise with customers regarding service items and have input into on-going service reviews

- Set clear objectives, evaluate progress against objectives, and instil performance-oriented culture with focus on accountability

- Conduct monthly one to ones with individual team members

- To monitor and record attendance and manage issues as appropriate

- Contribute to the on-going development of the Managed Support function

- To recognise opportunities for improvements to procedures by pro-actively offering ideas and solutions

- Encouraging team input into procedures and practices

- Provides an escalation level for problem support, management, resolution and communication

- Work with the departments Service and Process Improvement analysts to ensure all aspects of the department "business as usual" operations can be maintained to meet customers' requirements

- Work with the Service management function to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required

Candidate Profile

- Essential to have 5+ years' experience working within a Managed Service role

- Proven experience in a combined customer service handling / technical support role

- Role related qualifications are desirable (ITIL, MCP etc)

- Experience in project managing and delivering IT strategy and projects

- Experience of motivating and leading others or deputising in the team leader's absence

- Previous team leading experience in a similar role in a growing business an advantage

- Experience of providing structured feedback and coaching others

- High standard of communication both written and verbal

- Capable of managing own workload with minimal supervision to tight deadlines

- High performer who is recognised as a role model in their current role

- Able to deal with challenging customers and staffing issues

- Keen to offer ideas and solutions to develop the Technical Support function

- Ability to encourage ideas from ground level

- Able to work as part of on-call rota

- Full Driving Licence and willing to travel

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