Cloud Command Centre Team Lead

“Ready to engineer excellence and lead with purpose?”

As our Managed Services team continues to grow, we need a Team leader to take on the responsibility of providing around-the-clock support to our clients and Command Centre Team. The Cloud Command Centre team is responsible for supporting our customers either as a point of escalation from the Service Desk Analysts, or in conjunction with other specialist teams within Operations.

You will ensure that service level agreements are met whilst delivering reliable resolution of customer technical issues when raised via Cloud Direct support lines, Live chat, e-mail, self-service portals or identified through pro-active monitoring activities. You will function as our customer’s trusted advisor, building solid relationships and a sound understanding of their individual needs and desirables to add value through the provision of advice which meets their business challenges.

Working with the Cloud Command Centre, you will mentor and develop engineers to assist their growth.

What You’ll Do:

Systems Engineering and Administration Technical Leadership:

• Provide technical leadership in the overall execution of system support and administration activities within the team such as troubleshooting, quality assurance, configuration, integration, maintenance, deployment, etc., including defining, developing, document and implementing and/or optimizing technical processes, standards, and best practice.
• Drive overall team efficiency in providing technical support (problem analysis and resolution)
• services, system administration of Cloud Direct Command Centre toolsets (MDM, UEM, EMM, Microsoft Intune, Microsoft MDT, and VMware Workspace ONE, HCL BigFix, etc..), and ensure team adherence to SLA timelines.
• Drive overall system efficiency and availability, fit-for-purpose solutions, technological maturity, and advancement, including the resolution of problem issues within the applicable systems, in conjunction with relevant IT and business stakeholders and external technology partners where necessary.
• Ensure overall effectiveness in the implementation and maintenance of Microsoft Windows Operating Systems, configuration, and management of operating system deployments (OSD), and administration of Microsoft Active Directory Domain and core Microsoft Windows roles and features such as: Group Policy and DNS.
• Plan and manage the execution of applicable systems strategy and lifecycle management for
• Support Management systems, solutions, and tools.

Team Leadership:

• Lead, coach, and mentor the Cloud Command Center team to ensure high competence and delivery of individual and team output, removing impediments and ensuring the team is motivated to achieve individual and collective objectives.
• Drive overall team maturity and adequate resourcing to efficiently deliver on objectives, identifying and encouraging areas of growth and/or improvement.
• Manage and review employee standby rota, overtime and shift schedules.
• Maintain high standards of technical support facilitation by establishing good practice and cohesiveness.
• Initiate or participate in the team capacity planning, staff requisition and recruitment processes, including the new team member onboarding and stakeholder introductions.
• Partner with the Operations Manager and internal Human Resources (HR) teams to manage team performance, driving training and knowledge sharing for and within the team.

Projects, stakeholder, and technology partner engagements:

• Plan and manage all deliverables for systems or process improvement projects, including the management of release and change management processes.
• Manage projects within the scope of Cloud Direct Command Center ensuring collaboration with relevant business stakeholders and teams.
• Oversee and guide team engagement with internal teams and external vendors in resolution or restoration of services, as necessary.

What We’re Looking For:

• ITIL foundation certification or demonstrable experience in ITIL practice
• +2 years’ experience in a 24×7 operations team leadership capacity or similar with demonstrable experience leading and efficiently managing a team delivery of a high-performing and large Support management infrastructure system or related system.
• Solid experience with specific exposure to mentoring and coaching a team, providing technical leadership, and driving high performance within the context of systems support
• Experience with implementing and maintaining Windows Operating Systems, administering a Microsoft Active Directory Domain and core Microsoft Windows roles and features such as: Group Policy and DNS, and configuring and managing operating system deployments (OSD)
• Knowledge of support management system engineering and administration, including relevant tools (I.e., SCCM, MDM, Microsoft Intune, Microsoft Endpoint Manager, VM Workspace On, AirWatch, etc.)
• Knowledge of Event Management and administration, including relevant monitoring tools (I.e., PRTG, Microsoft monitoring tools, Backup monitoring tools, etc.)
• Solid technical knowledge of systemic problem analysis and resolution practice within IT operations
• Well-rounded knowledge of broader IT operations (I.e., networking, system integration, end-user management, IT asset management, etc.)
• Systems, process, and incidents documentation experience
• Solid working knowledge of IT Service Management systems (ServiceNow, Remedy, etc.)

What We Offer:

• Responsible Time off (uncapped annual leave)
• Group Life Cover /Disability Income Cover/ Trauma Insurance Cover (Injury / Disability)
• Fitness Cash Contribution
• Pension Fund Contribution
• Medical Insurance Contribution
• Employee Assistance Programme
• Enhanced Maternity & Paternity Leave
• Endless Growth Opportunities: We provide ample opportunities for professional development, mentoring, and advancement.
• Culture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent.

At Cloud Direct, we believe that diversity, equity, and inclusion are essential to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered. We welcome applicants from all backgrounds and strive to build a team that reflects the diverse communities we serve. We encourage candidates of all races, ethnicities, genders, sexual orientations, ages, abilities, and socioeconomic statuses to apply.