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Senior Team Lead
2 months ago
Job Summary:
We are seeking a highly skilled and experienced Senior Team Lead to join our team at Tek Experts. As a key business leader, you will be responsible for building, managing, and developing a team of 15-20 support engineers and ensuring the team delivers exceptional customer service.
Key Responsibilities:
- Manage a team of technical support engineers to ensure exceptional customer service across multiple technical service lines.
- Support the personal development of team members 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 key performance indicators (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.
Requirements:
- 3-5 years of experience in technical support, software support, IT operations, and/or infrastructure support, with 1-2 years of experience managing teams.
- Higher-level education in a technical discipline or related certification is preferred.
- 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.
What We Offer:
At Tek Experts, we are committed to fostering a culture of inspiring leadership and innovation. Our core leadership competencies are integral to our success:
- Inspire: We prioritize creating an inclusive environment, leading with purpose, and acting with integrity and respect.
- Build: Our leaders own business growth, drive innovation, and continuously strive for excellence.
- Deliver: We focus on setting clear priorities, embracing agility and change, and fostering collaboration for growth.
We are looking for talented individuals who embody these competencies, are ready to grow, and are eager to contribute to our dynamic team. If you are passionate about making a meaningful impact and excel in a collaborative, forward-thinking environment, we invite you to apply and help us shape the future.
