Description

Lead and mentor a team of 10+ System Administrators and Engineers to deliver managed services to onshore clients.

Responsibilities

• Manage and distribute daily workload across the team to ensure even coverage and timely delivery.
• Mentor and develop engineers through monthly one-to-ones, quarterly reviews, and structured coaching.
• Act as the primary escalation point for complex technical problems, management issues, and client communications.
• Collaborate with Service and Process Improvement analysts to maintain business-as-usual operations and meet SLAs.
• Monitor project milestones and maintain test labs to ensure service standards are met.

Required Skills

• 8+ years of experience in customer service handling or Managed Services roles.
• Minimum 4 years of experience working within an MSP environment.
• Minimum 2 years of experience in a Team Lead or Technical Lead capacity.
• Hands-on expertise in Networking, Active Directory (AD), and O365/Office 365.
• Technical proficiency with VMWare, Wintel, Azure, and AWS.
• Proven ability to troubleshoot Desktop, Servers, and Networking environments.
• Strong technical writing and presentation skills for client communication.
• Experience managing workloads and meeting tight deadlines with minimal supervision.
• Degree or equivalent qualification in IT, Computing, or a related field.

Key Skills

Education

Any Graduate