Senior Team Lead, Technical Services

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The Senior Team Lead, Technical Services is a developing management role, responsible for ensuring the provision of a service to clients, ensuring that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. The primary objective of this role is to ensure zero missed service level agreement conditions and the achievement of client satisfaction through assisting with the planning, building and supporting of technology solutions.

The Senior Team Lead, Technical Services focuses on ensuring all lines of support for complex incidents, requests, events and/or problems through the effective management and leadership of a team of Engineers and/or Specialists. This is a people management role responsible for providing guidance, mentorship, and fostering a collaborative and high‑performing work environment.

• Provides operational leadership team to a team of individuals accountable for service offer management.
• Sets the standard for client satisfaction and assists with the development of client service policies, procedures and standards that will ensure the continued satisfaction of our clients.
• Investigates and solves client problems which have been escalated by the team.
• Assists with the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from Sales to Delivery.
• Ensures that assigned infrastructure at the client site is configured, installed, tested and operational.
• Investigates all line support calls and identifies the root cause of incidents, events and problems to ensure proactive future management.
• Takes full ownership for managing the escalated incidents, requests, events and/or problems to resolution within the service level conditions.
• Provides continuous feedback to clients and affected parties and updates all systems and/or portals as prescribed by company procedures.
• Follows the required handover procedures for shift changes to ensure service continuity and manages resource allocation to achieve service level agreements.
• Assists with the analysis of statistics and other data to determine the level of client service provided.
• Contributes to and assists with the maintenance of the information technology site plan.
• Assists with the identification of user and employee training requirements.

• Seasoned knowledge of technical services, IT service management, and related technologies.
• Ability to stay up to date with industry trends, emerging technologies, and best practices.
• Seasoned knowledge of technical services concepts, IT service management (ITSM) practices, and industry best practices.
• Seasoned understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
• Good client‑facing and communication skills, with the ability to build and maintain strong client relationships.
• Developing management qualities, including the ability to learn the skills to inspire and mentor a team.
• Displays the ability to facilitate presentation of technical and complex matters to a diverse audience.
• Ability to analyze data and produce reports on issues and recommend resolutions.
• Ability to multi‑task, set priorities and meet deadlines.
• Seasoned knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
• Ability to work collaboratively with cross‑functional teams and stakeholders.

• Bachelor's degree or equivalent in Business or Information Technology or related field.
• Master’s degree or equivalent in Information Technology or…