The Sr
Technical Services Team Lead at OTAVA is responsible for overseeing a team of technical professionals who provide high-quality managed cloud and infrastructure services to clients. This role involves a combination of leadership, technical expertise, and strategic problem-solving to ensure exceptional service delivery, process efficiency, and continuous improvement.
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.
Experience: - 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.
Required Experience Knowledge, Skills, and Abilities: - 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.
Education: - Bachelor's degree in a technology related field
Licensing/Certifications: - Certification will be required to be completed within the first year of employment
What We Offer: 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, and an Employee Assistance Program.
