Summary
Date Posted: Tuesday, November 01, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

Operations Manager
We’re in search of an Operations Manager to hold a strategic role in our company, overseeing the distribution of resources throughout Tek Experts. This role is accountable for monitoring and achieving all performance targets and ensuring we strategically meet all SLAs agreed upon with our clients in a global way. You will coach and develop team managers, drive overall employee engagement, and ensure financial targets are achieved while building and maintaining relationships with key client contacts.

A career in tech. Work with the biggest and best names in technology.
We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities
The Critical Situation Management & Escalation Team (CMET) delivers world-class management of critical situations for premier enterprise customers, quickly solving issues that affect business. You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

This role will:
• Ensure that all targets and SLAs are met at a global level.
• Deliver the business plan, aligning customer and Tek Experts strategy while maximizing operational excellence.
• Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.
• Implement process improvements, including change management, to enhance performance for clients or reduce costs for the company.
• Ensure the right balance of resources to maintain service delivery within agree-upon budgets.
• Drive business strategy for your site to maximize operational excellence in accordance with the overall organizational strategy.
• Implement operational processes to successfully manage site activities and seek out cost-effective solutions that improve strategic and tactical operations.
• Coach, mentor and inspire the first line management team to live the Tek Experts values and achieve high employee engagement, to work with people, to structure teams, and to evaluate team performance.
• Lead resource planning processes that grow internal talent and create contingencies for short-term capacity gaps.
• Develop and implement KPIs to measure effectiveness and ensure business goals are met.
• Build managerial capability within the management team and pipeline related to the employee lifecycle.

Qualifications
CMET is a good fit for you if:
• You’re familiar with Microsoft products, programs, and services.
• You have customer service experience and a desire to learn new technical skills.
• You have strong negotiation and problem-solving skills.
• You’re good at developing and maintaining positive working relationships.
• You’re an excellent multi-tasker with great organizational skills.
• You’re proficient in both written and oral English. In this role:
• 5 – 10 years of experience in technical support, software support, IT operations or infrastructure services are required, with at least 3 years of managing teams.
• A bachelor’s or master’s degree in business administration, projects, economics or a related field is preferred.
• Experience in supporting cloud-based technologies is helpful.
• Excellent understanding of technology-based environments and solutions is required.
• Certification in MS Azure, MCSE, CCNP, Linux, and/or in the core team technologies is preferred.
• Strong organizational, planning, leadership, and management skills to motivate and develop employees are required.

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
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