Managed Services Team Leader

Aberdeen, Scotland
£45000 - £55000 per annum
03 Aug 2017
31 Aug 2017
Recruitment Genius Ltd
IT, IT Support
Contract Type
Full Time
This Microsoft Cloud Specialist has an excellent opportunity for a Managed Services Team Leader to join their Managed Services team and lead a team of highly skilled engineers.

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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