Fresh Jobs at Tek Experts

Detailed Description

• Are you looking to expand your career in IT leadership in a rapidly growing company? Do you want to be responsible for delivering extraordinary customer support across Microsoft Office 365? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring a team manager who will help manage our support colleagues to solve technical and non-technical support requests.
• As a team leader at Tek Experts you will have a strategic role to ensure exceptional customer service is delivered through your team of support engineers. You will build and manage an end-to-end service operations team of 20-30 passionate professionals and be responsible for overall performance of the team. Acting as a key business leader, you’ll be a key point of contact for customers, delivery teams and senior management. Working on the Office 365 team you will review all cases related to Office 365. You do not need to be technical, but do need to know how to manage a team of technical support engineers.

Duties and responsibilities

• Manage team to deliver exceptional customer service across technical lines
• Training and coaching team members to support their personal development
• Act as a primary escalation point for operational issues in the team
• Supports the team to ensure Tek Experts meets the goals and expectations of our customers
• Provides accurate and timely communication to all applicable parties on any customer support issue
• Attends regular operational and business review meetings
• Monitors specific KPIs to ensure proper delivery of the business
• Participates in reviewing processes and workflow to diagnose areas for improvement
• Builds and sends updated reports to management team (site manager, global operations manager, office manager, etc) as required
• Serves as contact point for customer’s delivery management
• Handle, monitor, coordinate and manage all escalated cases
• Proactively proposes improvement plans where gaps are noticed.

What We’re Looking For

• Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support.
• You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience.
• Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

Competencies:

• Demonstrable experience leading a support team of at least 20 team members
• Strong organizational, planning, leadership and management skills with a confident and professional manner
• Strong English communication skills with excellent presentation skills
• Excellent soft skills, including conflict resolution, influence and negotiation skills
• Critical thinker and ability to make decisions
• Ability to work under pressure in a highly targeted environment
• Committed to self-development and the development of others.

go to method of application »

Detailed Description

• Do you love delivering IT support? Do you want to be responsible for delivering extraordinary customer for enterprise-based services across Office 365 products? Are you looking for a rapidly growing company to take your career to the next level? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations.
• As part of our local management team, you will oversee and lead performance, monitoring overall KPIs and targets in your team. We care about the work we do, the companies we partner with and the customers they serve, and we believe our people are critical to our success. Ideally you will be from an IT support background and have extensive experience in delivering support to enterprise customers. A confident team manager you will have a team of approximately several hundred and have a client facing role.

Duties and Responsibilities

• Plan by prioritizing customer, staff and organizational requirements
• Onboard a team of specialists and developing the business unit knowledge in Tek Experts
• When needed, serve as part of the escalation path for operational issues
• Maintain continuous lines of communication, keeping the global leader of Consumer and client director informed of all critical issues
• Responsible for a wider perspective of metrics achievement
• Manage section and delivery managers locally
• Run, analyze reports and create action items to improve the operation and ensure metrics achievement
• Manage headcount numbers and work with the client director to update the quotas/targets
• Open communication with the delivery team to review team’s status, metrics, possible issues/needs and proceed with actions. Also to keep the managers updated on latest news, action plans, etc
• Concurrent meetings with customer’s managers, if needed
• Ensure that the support team meet KIPs and SLA
• Attend regular operational and business review meetings
• Participate in the review processes and workflow to diagnose areas for improvement
• Create, implement and maintain business processes
• Proactively proposes improvement plans where gaps are noticed
• Performance management and people development.

What We’re Looking For

• Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support.
• You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience.
• Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

Competencies:

• Demonstrable experience leading a support team of at least 200 team members
• Strong organizational, planning, leadership and management skills with a confident and professional manner
• Strong English communication skills with excellent presentation skills
• Excellent soft skills, including conflict resolution, influence and negotiation skills
• Ability to work under pressure in a highly targeted environment
• Committed to self-development and the development of others.