ATTL

IT By Design, Inc.; Chandigarh; On-site; INR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Competitive salary & benefits

Medical insurance (INR 5 Lakh)

Term Life insurance (INR 20 Lakh)

Subsidized meals

Wellness programs

Life by Design program

Job summary

PeopleStrong Pte Ltd is seeking a seasoned Team Leader to guide a Managed Services Support team, ensuring first-class service for onshore clients and resolving diverse MSP inquiries.

You will coach a 15-20 member group, coordinate daily workloads, and participate in ongoing service reviews while maintaining high standards of communication with customers and stakeholders.

Qualifications

• 8+ years in IT or related domain.
• Graduate in Computer Science or related field preferred.
• Experience with Managed Service Providers or MSP platform companies.

Responsibilities

• Coordinate and manage day-to-day activities of the team across all members.
• Motivate, mentor, and develop a team of 15-20 Engineers to deliver first-class service.
• Consult with customers regarding post-sales requirements and service reviews.
• Ensure all MSP provisions are delivered on time and to standard.
• Provide escalation level for problem support and communication as needed.
• Monitor SLAs and drive continuous improvement in procedures.

Skills

Team Leadership

Customer Service

MSP Knowledge

Troubleshooting

Education

8+ years IT or related domain

Graduate (Any stream) in CS or related

Experience with MSP platforms

Tools

Office365

Exchange Servers

VMware

Job description

Required Experience 8 years

Skills

Skill

Job Description

PositionSummary

Managed Services TeamLeader willberesponsible for leading,motivating,and overseeing the day-to-day management of a team of Managed Service Support System Engineers; ensuringthat theteamprovidesafirst-classservicetoITBD’sonshoreClientswhendealing with and resolving a variety of managed service inquiries.

Thisisaverycustomer-focused,hands-onrolewherethe TeamLeaderwillbeexpectedto handle and resolve customer issues as well as undertake the day-to-day

managementaspectsthatthepostrequires.

EducationandQualifications

• >=8yearsofITorrelated domain.
• Education:Graduate(Anystream)preferablyincomputerscienceorrelated field.
• ExperiencewithManagedServiceProvidersorMSPplatform companies

Responsibilities

• Co-ordinateandmanagetheday-to-dayactivitiesoftheteambymonitoringand managingthedistributionofthedailyworkloadevenlyacrossallteammembers.
• Motivating,mentoring,anddevelopingateamof15-20Engineers(a combination of L1, L2, and L3) to deliver a first-class service.
• Consultwithcustomersregardingpost-salesrequirements,anddelivery,andwill have input into ongoing service reviews.
• EnsureallManagedServiceprovisionsaredelivered ontimeand following

ITBD’s Clients’expectationsand thatsupportisprovidedaccordinglywithboth internal and external stakeholders.

• Setclearobjectives,evaluateprogressagainstobjectives,andinstillaperformance- oriented culture with a focus on accountability.
• Conductmonthlyone- on- onewithindividualteammembersaswell asquarterly reviews.
• ContributetotheongoingdevelopmentoftheManagedSupportfunctionbysharing knowledge, experience, and expertise with other team leaders.
• TroubleshootingonWintel,Firewall,andmessaging(Office365andExchange Servers).
• Monitoring backups.
• Troubleshootingnetworks,virtualization,andWindows servers.
• Torecognizeopportunitiesforimprovementstoproceduresby proactivelyoffering ideas and solutions.
• Encouragingteaminputintoproceduresandpractices –assistingthemin developing their ideas.
• Provideanescalationlevelforproblemsupport,management,resolution, and communication as appropriate.
• Workwiththedepartment’sServiceandProcessImprovementanalyststoensure all aspects of the department's “business asusual” operations can be maintained to meet customers’ requirements.
• Work with the Service management function to ensure key SLAs are met for provisioningandsupportandtoensureprogressupdatesareprovided asrequired where service issues are identified.
• Ensureactivityonprojectsisregularlymonitoredtoensuremilestonesare met.
• EnsuretheTestlabsaremaintainedandsupportedtoagreedstandardswhichwill assist team members in continuous learning and

developmentoftheirtechnicalcompetencies.

• Assisttheteamwhererequiredbyactivelyworkingoncustomerissues,handling calls, managing tickets and escalations, etc.

Additional Experience-

• Provenexperienceof8+yearsinacombinedcustomerservicehandling/Managed Services role.
• Minimum4years ’ experienceworkingin anMSPenvironmentisamustwith a minimum of 2 years as a Team Leader/Tech Lead.
• Exceptionalknowledgeoftroubleshootingandhands-oninDesktop,Servers, Networking, AD, O365, and VMWare.
• GoodacademicbackgroundwithadegreeorequivalentqualificationinInformation Technology, Business Studies, Computing, or a relevant subject an advantage.
• Experienceinmotivatingandleadingothersor deputizingintheteamleader’sabse nce.
• Experienceinprovidingstructuredfeedbackandcoaching others.
• Highstandardofcommunicationbothwrittenandverbal,musthaveprior experience with servicing and communicating with onshore Clients.
• Capableofmanagingown workloadwithminimalsupervisiontotight deadlines.
• Highperformerwhoisrecognizedasarolemodelinhiscurrent role.
• Abletodealwithchallengingclientandstaffingissuesina professionaland supportive manner and to see these through to resolution.
• Keentoofferideasand solutionstodeveloptheManaged Services function

OurCultureandYou

Whatdoesthedayinlifelooklikeforthe Technical TeamLead?Youcometoworkeachday in anenvironment that promotes a community ofcollaboration andengagement. Youwork closely with an enthusiastic and positive leadership team that is invested in your

success.Weworkhard andhavefunwhiledreaming big.

Ouremployeeshaveindicatedthatwith ITbyDesign, theywillfind ahomewheretheir passion and career goals finally intersect for them to live a life full of purpose.

• Competitive salary and benefits.
• Medical insurance coverage is worth INR 5 Lakh for employees and their immediate family.
• Term Life insurance worth INR 20 Lakh.
• Subsidized meals and discounted medical check-ups for all the employees.
• Community Wellness programs for employees' wellbeing.
• CEO’s personalized ‘Life by Design’ program for leading a fulfilling life.