Technical Services Team Lead

The Technical Services Team Leader will be responsible for overseeing a team that delivers high-quality software deployment services to Instem’s customers and internal departments, that aligns with organizational goals.
This role involves managing, mentoring, and coaching a team. Ensuring the coordination, development, and effective delivery of all services provided by the team.
The role will be responsible for the quality of the services delivered and the measure of the success of the team, assessing training needs and continuously improving the services offered by the team. The role will report to the Director, Client Implementation Services.

What are you responsible for?

• Lead, mentor, and coach a team of technical consultants to ensure high levels of performance and professional growth.
• Facilitate team meetings, promote collaboration, and ensure a positive productive team culture.
• Work closely with internal stakeholders (Market & Product Strategy, Technology, and other departments across Instem) to identify gaps and ensure timely, effective, consistent high-quality delivery of services.
• Provide regular reports to management and stakeholders on progress of training programs, team performance, and any agreed initiatives.
• Assign and prioritize service requests based on organizational needs and team member strengths/areas of expertise.
• Coordinate the design, development, and implementation of service deliverables and materials based on identified needs and business objectives.
• Ensure that all technical services are delivered in an efficient and cost-effective manner.
• Identify new technical service requirements and plan accordingly (new products, new releases); ensuring the team stay updated with the latest Instem product developments.
• Continuously evaluate and improve software deployment methodologies, tools, and technologies; track and analyze KPIs.
• Adherence to the Company’s Quality Management System to ensure that all work is handled Securely, Professionally and Diligently

Skills, Knowledge and Experience:

• Several years of technical customer service experience in a leadership role with strong written and verbal skills working with both technical and non-technical clients
• Leadership, accountability, and empowerment skills
• Strong collaboration / cross functional working skills
• Hands on experience with technical delivery of software solutions to customers
• Proven background in installing proprietary software on Windows server based platforms
• Experience with supporting Cloud based solutions deployed via both Web Services and deployment technology (e.g. Citrix, Azure, AWS, RDWeb)
• Exposure with installation and basic database usage of database systems (Oracle, PostGreSQL, SQL Server)
• Basic understanding of Networking concepts
• Experience working according to a Quality Management System and its application to tasks associated with this role.

Daily, millions of lives are improved by the Instem technologies and services that have been deployed by our clients. This is a fantastic opportunity for you to help save and prolong people’s lives, by doing what you do best!

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability

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