As the Managed Services Team Leader you will be responsible for leading, motivating and overseeing the day to day management of a team of Managed Service Support Consultants and engineers; ensuring that the team provide a first class, (predominantly SLA driven) service to Zen Internet’s business customers when dealing with and resolving a variety of managed service enquires. This is a very customer focussed, hands-on role where the Team Leader will be expected to handle and resolve customer queries as well as undertake the day to day management aspects that the post requires. The ideal candidate will be able encourage effective team working by seeking input from team members and will support team members (technically and operationally) in achieving continuous improvement by encouraging ideas and recommendations for procedural, operational and system improvements. Key Responsibilities Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members Motivating, coaching and developing the team to deliver a first class service Liaise with customers regarding post sales requirements, delivery, and will have input into on-going service reviews Ensure all Managed Service provisions are delivered on time and in accordance with Zen Internet’s business customers expectations and that ordering, delivery & support is planned and scheduled accordingly with both internal and external stakeholders Set clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability Conduct monthly one to one’s with individual team members as well as formal 6-monthly appraisals To monitor and record attendance and manage issues as appropriate Contribute to the on-going development of the Managed Support function by sharing knowledge, experience and expertise with other team leaders To recognise opportunities for improvements to procedures by pro-actively offering ideas and solutions Encouraging team input into procedures and practices – assisting them in developing their ideas Assist the team where required by actively working on customer issues, handling calls etc.

Eligibility / Qualification Required:

• Proven experience in a combined customer service handling / technical support role
• Experience within an ISP environment an advantage
• Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing or relevant subject an advantage
• Experience of motivating and leading others or deputising in the team leader’s absence
• Previous team leading experience in a similar role in a growing business an advantage
• High standard of communication both written and verbal
• Capable of managing own workload with minimal supervision to tight deadlines
• Able to deal with challenging customer and staffing issues in a professional and supportive manner and to see these through to resolution

How to Apply:

General Conditions:

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