We are seeking a dynamic and forward-thinking Team Leader to lead a technical team in delivering exceptional managed services. This role blends leadership, technical expertise and strategic innovation with a strong focus on security, automation and systems administration
The ideal candidate will drive operational excellence, foster a culture of continuous improvement and implement cutting edge solutions that enhance service delivery and client satisfaction. If you thrive in a fast paced managed services environment and have a passion for innovation and secure, scalable infrastructure, we want to hear from you.
Job responsibilities
- Identify and implement innovative solutions to improve service delivery and reduce manual effort.
- Champion the use of emerging technologies and best practices across both Conosco and client environments.
- Collaborate with internal stakeholders to align technical initiatives with business goals.
- Security Oversight:
- Ensure compliance with security standards and frameworks (e.g., Microsoft best practice, CIS, NIST).
- Oversee vulnerability management in terms of patching and incident response.
- Work closely with SOC teams to remediate and maintain a secure client environment.
- Automation & Tooling:
- Design and implement automation workflows using PowerShell, Python, Ansible, or RMM platforms.
- Optimise toolset processes (e.g. n Able, Acronis, Mimecast, Intune, Microsoft MDE, BitDefender, Qualys, Meraki, etc.) for efficiency and scalability.
- Good scripting ability
- Drive proactive monitoring and self healing systems.
- Systems Administration:
- Manage servers, Active Directory (Entra), M365 and cloud platforms (Azure/AWS).
- Ensure system reliability, patching and performance optimisation.
- Act as a technical escalation point for complex issues.
- Reporting & Metrics:
- Define and track meaningful team KPIs that align to relevant departmental and company goals Use data driven insights to improve team performance and client satisfaction.
- Develop custom dashboards and reports for internal toolsets for e.g. N Able.
- Use data analytics to identify trends, recurring issues and opportunities for automation or process improvement.
- Provide regular performance reports to leadership, highlighting achievements, risks and improvement plans.
- Lead and manage the SysOps team to ensure efficient and high quality service delivery.
- Conduct regular team and 1-2-1 meetings, provide feedback and support the professional development of team members.
- Set clear objectives and performance expectations for the team members.
- Promote a culture of innovation, accountability and continuous improvement.
- Escalations Management:
- Offer escalation support and guidance to team members and other employees.
- Resolve escalated IT support issues promptly and effectively. o Make sure that Service Level Agreements (SLAs) are consistently met. o Ensure customer satisfaction by providing timely updates and solutions.
- Maintain clear and effective communication with internal (SOC, Consulting, Commercial, etc.) or external customers regarding the status of their escalated issues.
- Service Management:
- Develop and implement IT support strategies and plans within the respective IT Support areas.
- Ensure adherence to ITIL service management principles and best practices.
- Ensure adherence to IT best practices and maintain security protocols.
- Coordinate with other departments to understand their technology needs and implement solutions.
- Project Management:
- Manage IT support projects, ensuring they are completed on time and within budget.
- Prepare and present reports on the performance and activities of the IT support team.
- Keep up to date with the latest technology trends and advise on potential improvements.
- Identify areas for improvement in IT support processes and implement best practices.
- Collaborate with the broader support function, alongside other Support Team Leads, to coordinate strategic, operational, and tactical initiatives.
- Assign knowledge base ownership to team members to encourage documentation culture in line with continuous improvement.
Experience
- 5+ years in IT support or systems administration, with 2+ years in a leadership role.
- Strong technical skills and knowledge of IT systems, networks, and software. Deep knowledge of N Able is highly advantageous.
- Strong automation skills (PowerShell, Python, etc.).
- Deep understanding of cybersecurity principles and tools.
- Familiarity with cloud infrastructure (Azure, AWS) and hybrid environments.
- Microsoft Defender (Cloud, Endpoint, O365).
- Entra ID (Azure AD), Conditional Access and Identity Governance.
- Excellent organisational, communication and people skills.
- Ability to manage multiple tasks and projects simultaneously.
Qualifications
- Bachelor's degree in IT, Computer Science, or a related field.
- ITIL Certification: Understanding of IT Service Management (ITSM) practices.
- Microsoft Security Operations Analyst (SC-200).
- CompTIA Security+ or equivalent.
Skills
- Passion for solving problems through technology
- Problem solving and critical thinking.
- Focus on and ability to think laterally about customer and user experience Technical proficiency in IT support Tools and systems (Incl. ITSM)
- Leadership and team management
- Fully fluent in English (spoken and written), professional demeanour and personal/business integrity.
Step into a pivotal leadership role with Conosco's SysOps team, where your expertise will directly drive operational excellence for our high growth, cloud first clients.