Sr Team Lead Technical Services

Role Responsibilities

• Lead, mentor, and develop a team of Technical Services professionals to ensure high performance and career growth.
• Manage daily operations, including incident resolution, service request fulfillment, and escalations.
• Act as a technical escalation point, providing guidance and hands-on support for complex customer issues.
• Ensure adherence to service level agreements (SLAs) and proactively address potential service delivery challenges.
• Collaborate with cross-functional teams, including Engineering, Product, and Customer Success, to improve service offerings and customer experience.
• Drive process improvements and automation initiatives to enhance operational efficiency.
• Develop and maintain documentation, training materials, and best practices for the Technical Services team.
• Participate in technical assessments, audits, and compliance initiatives to ensure adherence to industry standards.
• Maintain up-to-date knowledge of cloud, security, and infrastructure technologies relevant to OTAVA’s service offerings.
• Support strategic planning for resource allocation, capacity management, and team scalability.

Requirements

• Strong hands-on experience with VMware technologies, including vSphere, ESXi, vCenter, virtual machine administration, host and cluster management, and enterprise virtualization support.
• Experience supporting VMware-based private cloud, hosted cloud, or managed infrastructure environments.
• 5+ years of experience in technical support, managed services, or IT infrastructure roles.
• 2+ years of experience in a leadership or supervisory capacity.
• Strong expertise in cloud computing, virtualization, networking, and cybersecurity.

Qualifications

• Strong understanding of VMware/Broadcom enterprise virtualization technologies and the ability to troubleshoot issues across compute, storage, networking, and virtual machine layers.
• Excellent troubleshooting and problem-solving skills with a customer-focused approach.
• Proven ability to coach, mentor, and develop technical staff.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Excellent verbal and written communication skills.
• Relevant industry certifications (e.g., AWS, Azure, VMware, ITIL, CISSP).
• Experience with automation tools and scripting languages (e.g., PowerShell, Python).
• Familiarity with compliance frameworks such as SOC 2, HIPAA, and PCI DSS.

Skills

• Strong hands-on experience with VMware technologies.
• Excellent troubleshooting and problem-solving skills.
• Proven ability to coach and mentor technical staff.
• Strong organizational and communication skills.
• Relevant industry certifications.
• Experience with automation tools and scripting languages.
• Familiarity with compliance frameworks.

Benefits

• Hybrid work
• Competitive compensation package, base ($89k - $100k annually)
• 401(k) with company match
• Medical, dental, vision, HSA options
• Life and disability insurance
• Generous flexible PTO
• Paid holidays
• Paid volunteer time off
• Paid parental leave
• Professional development opportunities
• An Employee Assistance Program

Pay

$89k - $100k annually

Schedule

Hybrid