OS Server Team Lead

Title:  Server OS Team Lead  

Group:  MSP  

Reports to:  MSP Manager  

Summary  

The MSP Server OS Team Lead applies professional principles, practices and techniques to the MSP team ensuring a high level of customer satisfaction. This role has the primary responsibilities of Server administration, Backup, Patching consistency, validation, and Customer satisfaction.  

The ideal candidate would have a strong technical background with prior management experience. Must have a strong willingness for cross-functional collaborations. They should be empathetic to client needs and have a strong sense of urgency to resolve issues or deliver answers. Attention to detail is a must. 

Essential Duties & Responsibilities 

  • Point of escalation, including Vendor escalations when required 
  • Manage critical situations to ensure proper focus, communication, and relationship management throughout the escalation process, including, but not limited to scheduling the coordination of activities for all technical personnel required 
  • Responsibility of developing, reporting and distributing on various business metrics and dashboards. 
  • Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. 
  • Monitor technician work activities & outcomes and proactively identify and remove barriers to meeting client expectations.  
  • Ensure follow-up on client issue resolution. Escalate issues as appropriate. 
  • Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day operations and the client experience within area of responsibility 
  • Provide timely response to requests for information, reports and other operations data from functional departments. 
  • Achieve performance targets established by leadership for applicable Key Performance Indicators. 
  • Ensure that all tickets are handled within established SLA’s.  
  • Work with other members of the team to manage servers  
  • Participate in MSP customer project initiatives.  
  • Transfer knowledge to team members to ensure proficient ticket resolution.  
  • Assess issues and identify solutions to meet productivity, quality and customer goals.  
  • Proactively communicate ticket status, issues & risks to customer and management.  
  • Follow Dalechek policies, procedures, methodologies, and documentation.  
  • Manage Server patching for all clients.  
  • Customer site visits as needed for issue remediation.  
  • Participate in the afterhours Priority 1 infrastructure issues  
  • Perform other duties as assigned by Leadership. 

Experience 

Must-Haves  

  • 5+ years in Systems Administration/Server support.  
  • Microsoft OS – Advanced skills in Microsoft Server 2008/2012/2016/2019 
  • Azure Experience (Virtual Machines, AAD)   
  • Skilled in VMWare ESXi and HyperV virtualization  
  • Ability to manage various forms of server related storage. SAN/NAS/Direct Attached  
  • Proficient in various forms of backup software and methodologies. (ABS/MABS/ASR/Veeam) 

Nice to Haves  

  • Office 365Administration (Exchange, Exchange Hybrid, SharePoint, or Teams) 
  • Networking Experience (Firewall, Router/Switch Management) 
  • Database Administration (Preferred SQL or SQL express) 

 

 

 

Education  

  • Bachelor’s Degree or certification in a related field (Or comparable industry experience)   

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