Team Manager

3 weeks ago


Hanoi, Vietnam Tek Experts Full time

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.

**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**:

- 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:
**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**:

- 3 - 5 years in technical support, software support, IT operations, and/or infrastructure support are required, 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.


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