Team Manager at Tek Experts

Requisiton ID.: 6722
Location: Victoria Island, Lagos
Categories: Information Technology

Responsibilities

• The M365 team supports online and cloud applications for premier M365 customers.
• As part of the M365 team, you will spend much of your time collaborating with your team to bring cases to resolution.
• Some cases will be transferred to a higher tier of support.
• Support Engineers will work with peers, Tech Leads, Subject Matter Experts, and Technical Advisors from Microsoft.
• However, you should also be able to work independently, learn the product and make troubleshooting decisions on your own.

This role will:

• Manage your team to ensure exceptional customer service across technical service lines.
• Support the personal development of your team through training and coaching.
• Act as primary escalation point for team operational issues and customer delivery management.
• Provide accurate and timely communication to all stakeholders in a customer support issue.
• Attend regular operational and business review meetings.
• Monitor KPIs to ensure proper business delivery.
• Review processes and workflows to diagnose areas of improvement and propose improvement plans where gaps are found.
• Share updates and reports with management.
• Own, monitor, coordinate and manage all escalated cases.

Qualifications
In this role:

• Higher-level education in a technical discipline or related certification is preferred.
• 3 - 5 years in technical support, software support, IT operations, and/or infrastructure support are required, with 1 - 2 years of experience managing teams.
• Experience in supporting cloud-based technologies is preferred.
• Excellent knowledge of technology-based environments and solutions is required.
• Certification in MS Azure, MCSE, CCNP, Linux, or one of the core team technologies is preferred.

M365 is a good fit for you if:

• You have experience with technical support, Microsoft Exchange, Outlook, Teams, online/cloud tools, hybrid environments, or mobile operating systems.
• You love technology, understand it and are adept at using it.
• You’re able to adapt quickly as situations change.
• You’re empathetic and advocate for our customers.
• You’re customer-obsessed, take the initiative, and exceed expectations.
• You’re proficient in both written and oral English.