Description

Lead a team of 15-20 Managed Service Support Engineers to deliver technical support and resolve customer inquiries.

This role is on-site.

Responsibilities

• Manage day-to-day team activities, distribute workload, and monitor progress against objectives.
• Mentor and develop L1, L2, and L3 engineers through monthly one-on-ones and quarterly performance reviews.
• Act as the primary escalation point for technical problem resolution and stakeholder communication.
• Troubleshoot Wintel, Firewall, messaging (Office365 and Exchange), networking, virtualization, and Windows environments.
• Maintain test labs to support continuous technical learning and competency development within the team.

Required Skills

• 8+ years of experience in IT or related technical roles.
• Minimum 4 years of experience working within an MSP environment.
• Minimum 2 years of experience in a Team Lead or Tech Lead capacity.
• Hands-on expertise in Networking, Active Directory (AD), O365, and VMWare.
• Technical proficiency in Wintel, Firewalls, and Windows environments.
• Proven experience communicating with and servicing onshore clients.
• Strong ability to provide structured feedback, coaching, and performance management.

Preferred Skills

• Graduate degree in any stream.

Key Skills

Education

Any Graduate