MS Team Lead

ProofID
is a leading Identity and Access Management (IAM) specialist. With a global
presence, UK HQ and offices in the US, we help organizations effectively manage
their digital identities. Our extensive experience with top IAM software
vendors enables us to deliver unmatched value as a trusted partner for identity
management programs.

At
ProofID, our mission is clear - we strive to provide pain-free, secure, and
seamless digital user experiences for our clients. Whether it's addressing
legacy systems, compliance issues, or M&A transitions, our team has the
expertise to navigate complex projects and ensure smooth implementations.

With
over 100 employees worldwide, we still maintain a close-knit culture. Join us
at ProofID and be part of an exciting journey towards revolutionising identity
management while working alongside world-leading customers.

• Leading a team of Managed services engineers and consultants.
  
• Leading 1to1's, Reviews, PDP’s and other people management activities.
  
• Acting as MS Team Manager when the manager is off on leave, leading team meetings and stand ups.
  
• Conjunction working with the MSTM organising leave and sickness.
  
• Acting as a technical facilitator for the managed services team.
  
• Assisting with ticket volumes and billable work as required.
  
• Acting as an escalation/MIM in the EMEA region for all ProofID Managed Services customers.
  
• Lead by example when handling customer escalations and processing on Incidents / Requests.
  
• Monitoring and delivering Managed Services for the EMEA region against defined Key Performance Indicators and Service Level Agreements including the management and facilitation of critical / major incidents, ensuring out of hours support and escalations are managed as required.
  
• Ensure adherence to ITIL principles and practices to achieve contractual requirements, including SLAs.
  
• Ensure that Manage Services tools are fit for purpose and using them to their full effectiveness.
  
• Assist in the growth and develop of the services through innovation and evolution, managing the ambiguity this brings.
  
• Ensure working practices are well-defined / documented and operational with minimal disruption.
  
• Review daily priorities and take appropriate action to ensure results are achieved.
  
• Ensure high quality, up-to-date documentation exists for all service arrangements.
  
• Ensure that the ProofID values are being followed within the team
  
• Ensure practices and behaviour's will contribute to KPIs such as NPS score.
  
• Assist with Identifying the appropriate capacity and capability requirements to run the Managed Service support service for current and future needs.
  

Our Values:

·       WE DO GREAT WORK                                   WE VALUE OUR CUSTOMERS

·       WE SUPPORT OUR
COLLEAGUES               WE ARE CURIOUS