Technical Team Leader

My client in the MSP / IT industry is looking for a highly functional Technical Team Lead.

Being a managed service provider (MSP) entails being a third-party company that takes on the ongoing, day-to-day responsibilities, monitoring and maintenance of a range of tasks and functions for another company (the client).

The MSP and the client are bound by a contract with a standardised service level agreement (SLA) that defines the expectations and quality metrics of the delivered services. This role combines hands-on technical expertise with leadership responsibilities, ensuring that the team meets performance targets, adheres to service level agreements (SLAs), and continuously improves service delivery.

The Technical Team Leader is responsible for leading a team of IT professionals in delivering high-quality technical support and services to clients within the Managed Service Provider (MSP) environment.

The Technical Team Leader shall have a strong technical background, excellent problem-solving skills, and the ability to mentor and guide a team in a fast-paced, client-focused environment.

The responsibilities shall include, but not to be treated as an exhaustive list, namely:

Technical Day to Day Operations:

• Aligning IT infrastructure with current and future business requirements.
• Assuring that IT activities are within the limits of applicable laws, codes and regulations.
• Contributing to technical implementation and planning of client and internal projects, meeting designated deliverables and objectives for the business.
• Testing, troubleshooting and adjusting information systems to operate effectively.
• Implementing security of the network, data and its storage and communication systems.
• Assist senior management with systems tasks in rolling out new services to clients and provide assistance to creating or improving any service delivery team processes and workflows.
• Overseeing and contributing to technical projects, including the successful onboarding of new clients to Managed IT Help Desk.
• Ensure that systems, processes, and methodologies are followed according to company guidelines.
• Oversee and track lifecycle management of all IT related hardware assets used by the service delivery technical team.

Client Engagement:

• Interface both with customers and appropriate technical personnel for client related issues that cannot be resolved efficiently.
• Responsible for tracking and providing resolutions to all client escalations across service delivery teams.
• Build relationships with vendors, clients, and fellow employees while participating in and hosting necessary customer or internal meetings.

Management:

• Evaluating risk and developing operational processes for team efficiency and business delivery.
• Supervising daily operations of the technical department, including ensuring network and server infrastructure is maintained and monitored.
• Design and maintain the process documentation for the service delivery technical team, both operationally and technically.
• Must be able to drive problem investigations and resolution as required while ensuring service delivery technical team members are properly documenting issues for quick future resolutions.
• Responsible for the hiring and training of service delivery technical team members, alongside the senior technical team.
• Assist in the development of service delivery technical team members from a career/training standpoint.
• Provide annual reviews to service delivery technical team members to continue mentoring career paths and building members to provide the skillsets required to provide the quality service the company's client expect.