Service Operation Team Leader

About the Role:
We are seeking a highly motivated and experienced Service Ops Team Leader to lead and manage our after-hours service team. The ideal candidate will be a strong leader with a proven track record of success in managing high-performing teams in a fast-paced IT environment. This role is critical in ensuring seamless and exceptional support to our clients during non-business hours.

Responsibilities:
Team Leadership:
• Oversee the daily operations of the after-hours service team, providing guidance, mentorship, and performance feedback.
• Foster a collaborative and high-performing team culture that prioritizes client satisfaction and employee growth.
•Develop and maintain team schedules to ensure optimal coverage and service continuity.

Service Delivery:
• Ensure timely resolution of end-user support tickets, adhering to defined Service Level Agreements (SLAs).
• Proactively monitor and respond to infrastructure alerts and incidents.
• Lead the response to cybersecurity incidents, collaborating with internal and external stakeholders.
• Plan and execute after-hours maintenance activities, including patching, updates, and system audits.

Operational Excellence:
• Develop and maintain comprehensive documentation for after-hours procedures, workflows, and escalation paths.
• Continuously monitor team performance and client feedback to identify areas for improvement.
• Collaborate with other departments to ensure seamless service delivery and alignment with company objectives.
• Generate daily reports on after-hours service metrics and outcomes.

Client Engagement:
• Act as the primary point of contact for clients during after-hours shifts.
• Effectively communicate with clients, addressing their concerns promptly and professionally.
• De-escalate client issues and ensure their satisfaction.

Qualifications:
• 10+ years of experience in IT support, managed services, or a related field.
• 5+ years of experience in a leadership role managing a team of 7 or more individuals in an MSP environment.
• Strong understanding of IT infrastructure, including networking, virtualization, and cloud technologies.
• Proficiency in infrastructure monitoring tools, ticketing systems (e.g., ServiceNow, Jira), and remote support platforms.
• In-depth knowledge of cybersecurity principles and incident response protocols.
• Excellent written and verbal communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.
• Experience with Microsoft 365, Windows Server, and other relevant technologies.
• ITIL Foundation certification or equivalent is preferred.
• Microsoft Certified: Azure Administrator Associate or similar certifications are a plus.
• CompTIA Security+ or equivalent cybersecurity certification is preferred.

Availability & Reliability:
• Do you have a reliable means of transportation?
• Are you willing to work out of the office every working day?
Work Schedule:
• This position requires flexibility to work during after-hours shifts (3PM to 11PM EST) and be available for on-call support as needed.
• This role requires reporting to the office for all shifts. Remote work is not permitted.

Benefits
• Competitive salary and benefits package.
• Paid time off and holidays.
• Opportunities for professional growth and development.
• Supportive and collaborative work environment.