Senior Team Lead, Technical Services
$62,400–$62,400 year
HybridWarsaw, Mazovia, Poland
Job Summary
Provide operational leadership to a team of Engineers and Specialists, ensuring IT infrastructure and systems remain operational through proactive incident investigation and resolution. Manage escalated incidents, requests, events, and problems to resolution while adhering to service level conditions and zero missed SLA targets. Set standards for client satisfaction by developing service policies, procedures, and standards, and assist with bid preparation and proposal development. Investigate root causes of incidents to enable proactive future management and ensure assigned client site infrastructure is configured, installed, tested, and operational. Provide continuous feedback to clients, update systems per company procedures, and manage shift handovers to maintain service continuity.
Required Qualifications
- Seasoned knowledge of technical services
- Seasoned knowledge of IT service management
- Seasoned knowledge of technical services concepts
- 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
- Developing management qualities, including the ability to learn the skills to inspire and mentor a team
- 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
- Solid experience in similar role within a related global technology environment
- Moderate level of experience operationally managing a technical team
- Solid experience dealing with clients and managing service levels
- Solid stakeholder engagement experience at all levels in the organization
- Bachelor's degree or equivalent in Business or Information Technology or related field
Desired Qualifications
- Master's degree or equivalent in Information Technology or Business Administration
- Seasoned knowledge of ITIL (Information Technology Infrastructure Library) practices
- Relevant technical certifications as required
- Ability to stay up to date with industry trends, emerging technologies, and best practices
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