Team Lead - Managed Services

Job Description

Job Title : Team Lead – Managed Services

Job Summary :

The Manager – Contracts / Team Lead – Managed Services is responsible for overseeing and managing IT Facility Management Services (FMS), Remote Customer Support, and Centralised Monitoring (NOC) operations. The role ensures the seamless delivery of IT support services through skilled resident engineers, expert remote troubleshooting teams, and 24 / 7 monitoring hubs. Responsibilities include coordination with specialised team leads, customer support management, SLA adherence, proactive issue resolution, and continuous improvement. The role also demands strong financial discipline in contract execution and effective cross-functional collaboration.

Key Responsibilities :

Operational Management :

• Supervise daily FMS operations, including IT infrastructure support, end-user service delivery, and maintenance activities.
• Oversee expert remote customer support operations, ensuring effective troubleshooting and timely incident closure.
• Ensure SLA adherence across all service areas—FMS, Remote Support, and NOC operations.
• Coordinate with specialised team leads (FMS Lead, Remote Support Lead, NOC Lead) to streamline service operations and resolve escalations.
• Oversee incident, change, and problem management processes to maintain operational efficiency.
• Plan and implement preventive and corrective maintenance for IT assets.

Team Management :

Client Interaction :

Service Quality and Compliance :

Continuous Improvement :

Requirements

Qualifications and Skills :

Educational Background :

Experience :

Technical Skills : 101, Satyadev Plaza, Veera Desai Road, Off New Link Road, Andheri West, Mumbai 400053

Soft Skills :

Key Deliverables :

Requirements

backup and data administration skills