Theroleisaccountableformanagingteamworkload,settingdailyandweeklypriorities,improvingserviceperformance,developingtechnicalcapabilitywithintheteam,anddrivingoperationalexcellencethroughITILbestpractice.Theindividualwillalsoberesponsibleforproducingandpresentingmeaningfuloperationalandserviceperformancereporting,turningdataandinsightsintoactionableimprovementplansforcustomersandinternalstakeholders. ThepositionsupportstheMSP'sstrategicobjectiveofdeliveringmature,secure,andscalableITmanagedserviceswhilstcontinuouslyimprovingcustomerexperienceandoperationalefficiency.TheMSP'smanagedservicesincludeinfrastructuresupport,patchmanagement,endpointmanagement,securityV&M,monitoring,backupmanagement,Intune,Autopilot,andcloud-basedservicedelivery. KeyResponsibilities TeamLeadership&PeopleManagement Lead,mentoranddevelopthe3rdLineEngineeringteam. Setdaily,weeklyandmonthlyprioritiesalignedtobusinessobjectives. Manageresourceallocationandworkloadbalancingacrosscustomerenvironments. Conductperformancereviews,coachingsessionsandpersonaldevelopmentplanning. Createacultureofaccountability,ownershipandtechnicalexcellence. Promoteknowledgesharingandcontinuouslearningacrossthefunction. Supportrecruitment,onboardingandsuccessionplanningactivities. TechnicalLeadership Actastheseniorescalationpointforcomplexinfrastructure,security,networkingandcloudissues. ProvidetechnicalleadershipduringMajorIncidents,ProblemManagementactivitiesandsecurityevents. Driverootcauseanalysisandensurelessonslearnedareimplemented. Reviewtechnicaldesignsandinfrastructurechangestoensurealignmentwithbestpractice. Handsonmanagementofcomplexticketsandensuringcontinueslearningwithintheteam,demonstratingdisciplinesIdentify>resolve>document>learn. DevelopautomationofTicketresolutionandincidentpreventionmethodologyutilisingthecustomerandtheMSPstoolset. ...