Job Title: Team Manager
Job ID: 6722
Location: Victoria Island, Lagos
Department: Information Technology
Overview
- We are looking for a Team Manager to build, manage, and develop a team of 15-20 support engineers and ensure the team delivers exceptional customer service.
- As a key business leader, you will be a point of contact for customers, delivery teams, and senior management from Tek Experts and our clients.
Responsibilities
- The Team Manager position is our first line management Team. As a Team Manager, 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
This role is a good fit for you if:
