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Managed Services Team Lead (all genders)

Locations: Belgrade (Serbia), Novi Sad (Serbia), Tbilisi (Georgia)

At Exxeta we challenge the traditional concept of consulting and tech. Over 1,200 colleagues at 18 various locations across Europe work together every day to create digital solutions, change markets and transform mindsets - driven by our passion for technology, our team spirit and the drive to create real impact. In other words: High-tech with a heartbeat.
 
We want you to become part of our growing Heartbeat Team in one of our Managed Service Hubs in Serbia or Georgia to make the world more digital and better together. Join us in creating a fresh modern IT Service experience for us and our clients!
 
Our Managed Service Hubs:
A Managed Service Hub is a team dedicated to provide 24/7 2nd level support (no first level and no call-center ❤️) to one or multiple client infrastructures based on AWS or Microsoft Azure. Our Hubs use cutting-edge technology with AI-based automation and ticket handling. We work in our offices in Novi Sad or Belgrade (Serbia) or Tbilisi (Georgia) together in shifts to cover 24/7 availability. As our Hubs mature and your teams keeps rolling, we are open for remote work, where possible – but let’s be honest: we cannot give a guarantee. We are currently building our first Managed Service Hubs – so it is pretty much the very beginning – and we invite you to shape the start of this new endeavor!

Your mission:
As Managed Services Team Lead, you manage your Hub in all dimensions: as Team Lead you take care of your team in terms of personal development. As a managed service specialist, you are a role-model for service oriented mindsets. You are also experienced with 2nd level service delivery and know the pitfalls and gains of 24/7 service delivery. As manager you organize the shift planning and continuous improvement actions of your Hub. You also socialize with your clients your Managed Service Hub is delivering to.

What awaits you

Your future Role:
  • Professional and personal leadership of your Managed Service Hub with special focus on employee development and organizational development.
  • Capacity and shift planning.
  • Responsibility for stable and reliable delivery service.
  • Analysis & reporting on your Hub’s service delivery: you own the transparency of your Hub.
  • Continuous improvement of service level achievements, definition and measurement of KPIs and creation of quality reports.
 
 
What will be your responsibilities?
  • Leading and development of your Managed Service Hub.
  • Monitoring and coordination of incident handling.
  • Support your team with incident handling and problem creation and handling.
  • Organizational coordination with 1st Level and 3rd level support teams.
  • Drive a DevOps mindset between 2nd and 3rd level support.Identification of recurring IT issues and creation of solution approaches for lasting fixes.
  • Creation and owning knowledge management.

What we expect from you

  • Personal background: Successfully finished education within IT as system integrator or comparable education.
  • Leadership: Experience as Team Lead with professional leadership of an IT-support team or multiple teams.
  • Passion: Fun and drive for organizational development.
  • Communication: Strong communication skills in English and a strong service mindset.
  • Mindset: Hands-on mentality.

Why Exxeta

  • Engaging and diverse responsibilities in an innovative and technologically advanced environment.
  • A collaborative work environment with flat hierarchies.
  • Individual development opportunities and further training programs.
  • Attractive compensation package including shift bonuses.
  • Excellent development opportunities in the Managed Services division of Exxeta.
We are a home for tech enthusiasts and doers. Origin, age, preferences - it doesn't matter to us. 
 
We strongly encourage you to apply even if you think you do not meet all the requirements.