Managed Service Lead

INNOVATE

Gorey, Co Wexford
Permanent
Full-time

16 days ago
Apply easily

We are INNOVATE - The IT Solutions People - a Leading Managed IT and Cloud Service Provider in Ireland.INNOVATE delivers secure and resilient IT infrastructure and telecommunication solutions and provides ongoing support through our managed IT services. INNOVATE's professional services team supports our clients across - Networking | Security | Cloud Infrastructure | Communications | Cloud Productivity.At our very core is how INNOVATE transforms technology for our customers to deliver business outcomes that power their organization. Our clients value how we provide a secure, resilient ICT infrastructure that increases productivity and supports their business strategy.The Role: Managed Service LeadAs our Managed Service Lead, you will play a pivotal role in ensuring the seamless operation of our clients' IT systems. You will be responsible for overseeing the delivery of proactive managed services to clients, ensuring high-quality support and proactive management of their IT infrastructure. Your role will involve completing a number of proactive tasks on a scheduled basis and remediating issues discovered or passing the issues over to the Service team to remediate.You will work closely with various stakeholders to ensure that service level agreements (SLAs) are met and that the managed services provided align with client needs and expectations.Responsibilities:

Strategic Planning: Develop and implement proactive maintenance strategies to minimise system downtime, maximise system performance, and enhance overall client satisfaction.

Process Optimisation: Continuously evaluate and optimise workflows, procedures, and tools to improve the efficiency and effectiveness of proactive maintenance activities.

Client Engagement: Collaborate closely with senior client stakeholders to understand their IT needs, align proactive maintenance activities with their business objectives, and provide proactive recommendations for enhancing their IT infrastructure.

Performance Monitoring: Implement monitoring systems and metrics to track the performance and effectiveness of proactive maintenance activities, providing regular reports and insights to stakeholders.

Escalation Management: Oversee the escalation process for proactive maintenance activities, ensuring timely resolution of issues and effective communication with clients and internal stakeholders.

Client onboarding: Perform and enhance the onboarding tasks for new clients.

Quality Assurance: Establish quality assurance processes to ensure that proactive maintenance activities meet the highest standards of excellence, compliance, and security.
Change Management: Assume responsibility for the INNOVATE change management process both for internal changes and for our clients. Review the Change Requests submitted by the engineers for completeness, chair the weekly CAB meeting, and review the completed work.

Training and Development: Identify training needs within the wider service team and develop training programs to enhance the technical skills and knowledge of proactive technicians

Documentation: Ensure comprehensive documentation of proactive maintenance activities, including procedures, configurations, and troubleshooting steps, to facilitate knowledge sharing and future reference.

Technical Expertise: Stay updated on the latest trends, technologies, and best practices in IT infrastructure management, leveraging this knowledge to enhance proactive maintenance processes and procedures.

Requirements:

Proven experience in a senior technical role, preferably in a helpdesk or IT operations capacity.
Strong technical background in IT infrastructure, networking, and systems administration.
Excellent communication and interpersonal skills, with the ability to engage effectively with clients, team members, and stakeholders.
Demonstrated ability to develop and implement proactive maintenance strategies and processes.
Proficiency in IT service management tools and systems (e.g., ConnectWise Manage, Datto RMM, BrightGauge, IT Glue).
Strong analytical and problem-solving skills, with a focus on continuous improvement and innovation.

INNOVATE