Job Description

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