Global Client Technology Manager

Global Client Technology Manager

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We're growing rapidly. Would you like to join us? 

Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. 

About the role...

IT Operations is responsible for serving a global 5000+ seat technology/software company across over 6+ locations with Information Technology and services support. The team of, currently, 35+ is based in Sofia with additional local support in Vietnam, China, Costa Rica, USA, Rwanda and Nigeria.  The company is exceptionally technology savvy so this individual needs to have the confidence in modern IT to succeed.  The role must help drive up the IT Service Levels Agreement that we have with the client, help increase the Business productivity and be the natural “1 stop shop” for the end users and the client with respect to IT services.  This role will have shared accountability of the Tek IT and telecom infrastructure that supports the clients, will manage the infrastructure/IT portions of launches, ensure data protection, ensure IT performance and reporting, assist with the client initiatives including audits, and be the administrator for all client tools.

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What you’ll be doing

    Being a single point of contact (SPOC) for our client(s) with respect to IT Operations.
    Using existing expertise and resources in the Tek IT teams, they should be able to design, build, test, maintain, upgrade and troubleshoot, client specific infrastructure, including for BCP.
    Ensuring quality Client Tools administration including enablement and reporting.
    Managing issue escalations to the clients.
    Managing onboarding of new lines of business from the client with respect to IT Operations.
    Facilitate and managing tool updates and upgrades for client tools within Tek network
    Client audit preparations
    Within a matrix management structure, leading and mentoring the Global IT Operations department to ensure good customer service to end users, in a community which is generally technology savvy.
    Mentor and feedback to all team members on performance of the team and the individual.
    Owning the client’s credentials process within Tek and ensuring smooth onboarding of client personnel.
    Compile and publish regular reporting packs as per the client agreements for both internal and external use.
what you'll be doing
skils required

What you'll need

Previous experience of managing a team of Technical engineers which are geographically diverse.
Must be customer oriented.
At least 5 years of experience with a technical job
At least 3 years of team leadership or management
Experience of global service provider environment a strong advantage
Have a knowledge of:  Windows 7, 8, 10, Office 365, Exchange, Active Directory and Server administration 
Foundation Certificate in iTIL would be an advantage
Overview on voice technologies would be an advantage
Excellent written and spoken English communication skills
Good interpersonal skills with a specific focus on understanding customer needs.

Personal skills and qualities:
A Formal IT or Engineering based qualification an advantage
A good understanding of service desk metrics & escalation procedures
Team worker with good communication skills
Ability to learn and adapt in a rapidly changing environment
Professional and customer focused work ethic (role will entail having to interact with key senior management in both Tek and the clients)
Takes the initiative and is proactive
Reactive and able to get hands dirty if needed
Strategic approach
Taking ownership of issues and problems
Good analytics and investigation capabilities with a sense for the level of progress and information reporting
Need to be responsible, motivated, mobile and flexible
Team player with ability to work in constantly changing and growing environment
Good communication skills and customer centric focus - ability to communicate clearly and in a timely manner with all customers, partners and users, internal and external
Understanding of 24x7 mission critical enterprise computing environments and the impact of service disruption on a company’s bottom line
Keen interest in continual learning and professional development

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Global Client Technology Manager
My Career. My Future. My Tek Experts.
Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

Are you ready to join our team?

We’re a modern, challenging and fast growing business because of the success of our people. We are waiting for you!
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