The Team Lead is responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.

Key Roles and Responsibilities:

• Monitors the work queues and provide support to client where the ticket is highly technical or sophisticated in nature.
• Works independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA.
• Provide support to all escalated incidents.
• Act as emergency support contact as needed, for critical client and business im...