MST4 Team Leader (only internal hire)

Position Summary: The Managed Services Team Leader is responsible for developing and leading a team of people using the MapleTronics Service Leadership Model, maintaining a working environment that builds loyalty and trust within the team and with clients.  

Skill Requirements:  The Managed Services Team Leader requires: 

• Soft Skills 

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  • Exceptional communication skills 
  
  
  
  

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  • Adaptability 
  
  
  
  

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  • Continuous improvement mindset 
  
  
  
  

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  • Strategic problem solving 
  
  
  
  

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  • Coaching and mentoring 
  
  
  
  

• Hard Skills 

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  • Performance documentation 
  
  
  
  

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  • Financial acumen 
  
  
  
  

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  • Service coordination and scheduling 
  
  
  
  

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  • Process analysis and Lean thinking 
  
  
  
  

• Pre-requisite 

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  • Completion of MapleTronics Academy Leadership 101 course or intentions to complete. 
  
  
  
  

Essential Duties and Responsibilities: 

The Managed Services Team Leader is responsible to supervise: 

• Teammate Experience: 

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  • Regularly scheduled 1 on 1 check-ins and team meetings. 
  
  
  
  

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  • Quarterly Previews with teammates. 
  
  
  
  

• Client Experience: 

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  • Daily management of the client’s support needs: 
  
  
  
  

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  •  Attend and contribute to client meetings when scheduled. 
  
  
  
  

• Technical Leadership: 

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  • Attend and actively participate in bi-weekly Technical Leadership Meeting. 
  
  
  
  

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  • Identify and address standardization gaps in client base. 
  
  
  
  

• Communication and Organization: 

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  • Work with clients, teammates, and vendors to ensure information flows freely. 
  
  
  
  

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  • Maintain organized email and Teams environments. 
  
  
  
  

• Operational Excellence: 

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  • Understand your Key Performance Indicators and use them to lead your team. 
  
  
  
  

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  • Review process and procedure to drive efficiency within your team. 
  
  
  
  

This is not a comprehensive list of the responsibilities and duties associated with the position.  Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands.