Lead, Managed Services

Job Responsibilities

• Serve as the primary escalation point for complex technical incidents and service requests.
• Provide advanced troubleshooting and root cause analysis for critical customer issues.
• Lead technical response efforts during high-priority incidents and service disruptions.
• Aid team members with diagnosing and resolving technical challenges across supported technologies.
• Act as a subject matter expert for TAC-supported services and solutions.
• Review and validate technical solutions prior to implementation when appropriate.

Team Development & Mentorship

• Provide guidance, coaching, and technical mentoring to TAC team members.
• Aid with onboarding and training of new technicians.
• Identify skill gaps and recommend development opportunities for team members.
• Promote adherence to technical standards, best practices, and operational procedures.
• Support certification and professional development initiatives across the team.

Service Delivery & Operational Excellence

• Assist in monitoring ticket queues and workload distribution to ensure service levels are met.
• Partner with TAC management to maintain service quality and customer satisfaction.
• Monitor SLA performance and proactively identify risks to service delivery.
• Participate in customer meetings and technical review discussions as needed.
• Ensure accurate and thorough documentation of customer environments, incidents, and resolutions.
• Recommend process improvements that enhance efficiency, consistency, and customer experience.

Documentation & Process Improvement

• Develop, maintain, and improve technical documentation, knowledge base articles, and support procedures.
• Assist in creating standards and best practices for service delivery.
• Identify recurring issues and recommend preventative solutions.
• Participate in operational reviews and continuous improvement initiatives.

Cross-Functional Collaboration

• Work closely with Service Desk, NOC, Engineering, Professional Services, and Account Management teams to support customer success.
• Facilitate effective communication between departments during escalated incidents.
• Support implementation and transition activities for new customer environments and services.