The Teamlead /Service Manager (TSM) measures the effectiveness of the internal managed services and support (MSS) processes and ensures that the teams works conform the internal standards. As a Service Manager you monitor the workload and analyze the potential bottlenecks in service delivery. You support the knowledge area lead (KLS) in achieving the service levels KPI’s. You are constantly looking for improvements in processes and systems.
Are you the team lead Service manager we are looking for?
Monitor the KPI and the service requirements in the established SLA’s
Oversees service teams at different stages of the delivery process within MSS to ensure optimal service delivery
Resource planning for MSS
Pro-actively work with the wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented
Prioritize and manage workload effectively, managing several open Incidents/Problems and mini projects simultaneously
5+ years of experience in similar job and/or 8+ years in ICT
Certifications and experience in Microsoft (Cloud) technology (Azure/O365/Windows Server)
Knowledge of networking and security solutions
Knowledge of operational IT processes
Experience in coaching (small) self-managing teams
Experience with projectmanagement
Experience with scrum method is a plus