Managed Services Team Leader

Location
Aberdeen
Salary
£45000 - £55000 per annum
Posted
03 Aug 2017
Closes
02 Sep 2017
Ref
00071731
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
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