The Managed Services Team Lead will be responsible for overseeing a team of system administrators that support Answerport’s Managed Services clients. This role will work with the IT Service Delivery Director to build and execute the strategy and vision for the continued growth of the Managed Services practice. This role will ensure that the highest level of customer service is being delivered to multiple clients and serve as an escalation point for technical and project management issues.

Essential Duties and 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.
• Act as liaison and point of contact between our clients and the system administrators to ensure complete satisfaction of IT services and operational needs.
• Manage technology projects and deployments for Answerport’s Managed Services clients and internal technology teams.
• Document IT standards and technical specifications to maintain documentation for training and issue resolution.
• At times provide technical support and direction to clients.
• Motivating, coaching, and developing the team to deliver the highest level of service to the clients and ensure that expectations are delivered on time.
• Set clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability.
• Encouraging team input into procedures and practices – assisting them in developing their ideas.
• Ensure key SLAs are met for support and to ensure progress updates are provided as required where service issues are identified.
• Ensure activity on projects is regularly monitored to ensure milestones are met.
• Contribute to the on-going development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.
• Experience within an MSP environment.
• Experience planning, managing and reporting on comprehensive budgets.
• When needed, act as the point of contact for On-Call escalation and redirection for critical issues.

Qualifications

• Prior experience motivating and leading IT system administrators, engineers, or support for high growth and accountability.
• Understanding of ticket management, client reporting, SLA management, and support team management.
• Prior experience as a Systems Administrator or Systems Engineer.
• Prior experience doing hands-on technical work and managing technical teams, including a working knowledge of client onboarding activities, support request escalation, client reporting, and support team task prioritization.
• Prior experience establishing new processes and systems to support improved customer service and an improved customer experience.
• Proven experience in a combined customer service handling / technical support role.
• A degree or equivalent qualification in Information Technology, Computing or relevant subject.
• Experience of providing structured feedback and coaching others
• High standard of communication both written and verbal
• Capable of managing own workload with minimal supervision
• Able to prioritize and distribute team workload effectively
• Ability to travel up to 20% as needed.
• Must be authorized to work in the United States.