Managed Service Provider Team Leader - Remote

Overview

The role involves leading and managing a team of technical professionals in delivering Managed Service Provider (MSP) services, ensuring customer satisfaction, compliance with Service Level Agreements (SLA), and operational efficiency in a 24x7 environment.

In Short

• Build and maintain long-term client relationships based on trust and proactive communication.
• Understand client needs, expectations, and business objectives.
• Act as the primary contact for clients in problem resolution and inquiries.
• Communicate service scope, SLAs, and relevant updates clearly.
• Prepare and present periodic performance reports to clients.
• Lead, motivate, and develop a high-performance team.
• Organize and distribute tasks efficiently among team members.
• Monitor and evaluate individual and team performance.
• Ensure SLA compliance and manage incident resolution processes.
• Implement continuous improvement practices in service delivery.

Requirements

• Proven experience in team leadership and client management.
• Strong understanding of SLA management and incident resolution.
• Ability to work in a 24x7 operational environment.
• Excellent communication and interpersonal skills.
• Experience in mentoring and developing team members.
• Knowledge of service improvement methodologies.
• Strong organizational and task management skills.
• Ability to work collaboratively in a team-oriented environment.

Benefits

• Opportunity to lead a dynamic team in a fast-paced environment.
• Professional development and growth opportunities.
• Flexible working arrangements.
• Competitive salary and benefits package.
• Supportive and collaborative work culture.