The Senior Team Lead, Technical Services is a developing management role responsible for leading a team of engineers and specialists to ensure continuous, high-quality IT service delivery to clients. The role focuses on proactive incident and problem management, achieving client satisfaction, and ensuring all service level agreements (SLAs) are met.
Key Responsibilities:
- Lead and manage a team of Technical Services Engineers/Specialists, providing guidance, mentorship, and performance management.
- Ensure proactive monitoring, investigation, and resolution of technical incidents and problems across client IT infrastructure and systems.
- Oversee service delivery to SLAs are met with high client satisfaction.
- Assist with planning, building, and supporting technology solutions for clients.
- Foster a collaborative, high-performing team environment, promoting knowledge sharing and best practices.
- Liaise with other technical teams, vendors, and stakeholders to escalate and resolve complex issues.
- Monitor team performance metrics, reporting, and continuous improvement initiatives.
Qualifications & Skills:
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
- Min. 6 years of IT experience, with at least 2-3 years in a team lead or supervisory role.
- Strong knowledge of IT infrastructure, networks, servers, storage, cloud platforms, and incident/problem management processes.
- Experience in IT service management (ITSM), SLA-driven support, and operational leadership.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to manage complex incidents and drive resolution under pressure.
- ITIL, PMP, or relevant certifications are a plus
