Managed Services Team Lead

**The Role**

As a Team Lead within CAE’s Managed Service operation, you will be responsible for leading a technical team that monitors, maintains, troubleshoots and resolves both routine and complex issues in a timely and efficient manner for our contracted customer base.

You will deliver a high-quality service with maximum operational performance, ensuring support steps are in place to develop and support current and future standards including performance management and skills development in line with CAE’s strategic roadmap.

Key to success in the role with be the requirement to attend site on a weekly basis with a number of our key strategic customers building strong relationships to drive continual service improvement.

**What you will be doing?**

The main duties and responsibilities of the role shall include:

- Leading, motivating and developing a team of onsite and remote engineers
- Working offsite to build a culture of customer intimacy
- Ensuring the team are following best practice for incident, problem, service and change request management as outlined in The Standard Operating Procedure (SOP)
- Measuring and driving adherence to SLAs and key KPIs
- Driving a culture of employee satisfaction
- Working closely with the technical leads and management team to deliver continuous service improvement
- Contributing to our departmental objective of achieving industry accreditations e.g. SDI, Cisco Gold
- Acting as a point of escalation both internally and externally including participating in the On Call management rota for out of hours escalations
- Providing input into Service Transition and ensuring successful go-live of Managed Service contracts
- Working with the Service Management teams to identify opportunities for improvement within customers
- Recruiting and on-boarding of employees
- of the company
- Embrace and adapt to change

**The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post**

**What is needed?**
- Extensive experience working within technical teams
- Proven track record of leading teams
- Exceptional interpersonal, communication, initiative and leadership abilities
- Effective analytical, planning, organisational, and documentation skills
- Experience with modern ITSM platforms
- Relevant certifications / training e.g. leadership, customer service etc.

**Desired**
- Experience with monitoring tools (Logic Monitor)
- Strong knowledge of ITIL processes and ideally accreditation
- Service Desk Institute (SDI) qualification

**The Company**

This is CAE - Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

We get recognised in a number of different ways:

- As a Sunday Times Top 100 Best Places to Work
- With a Glassdoor score of 4.1
- Having ISO9001 and 27001 certifications
- With multiple awards from manufacturers including Cisco and Palo Alto
- As part of the Sunday Times International Track 200 for fast growing exports
- Being 3 star accredited with the Service Desk Institute
- Within our industry with shortlists and wins from CRN and Comms dealer magazines
- and every time we get an order from one of customers - recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

**What is next?**

**Benefits**:

- Bupa Cash Plan
- Investors in Personal Development
- Pension Scheme
- Death in Service
- Staff Referral Scheme
- Private Medical Insurance
- Tech Scheme
- Will writing
- Additional benefits: Shopping discounts, Length of service awards, BUPA anytime Healthline, Tastecard, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit