O365 Premier Team Manager

O365 Premier Team Manager

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

Are you looking to expand your career in IT leadership in a rapidly growing company?
Do you want to be responsible for delivering extraordinary customer support? 
Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. We are hiring a team manager who will help manage our support colleagues to solve technical and non-technical support requests.

About the role...

As a team manager at Tek Experts, you will have a pivotal role to ensure exceptional customer service is delivered through your team of support engineers. You will build, manage, and develop an end-to-end service operations team of 15-20 passionate professionals and be responsible for the overall performance of the team. Acting as a key business leader, you will be a key point of contact for customers, delivery teams, and senior management from both Tek Experts and Clients. You will also be the primary resource for coaching and development of your direct reports to further prepare them for their career journeys.

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What you’ll be doing

    • Manage team to deliver exceptional customer service
    • Support the team to ensure Tek Experts meets the goals and expectations of our customers Coaching team members to support their personal development and improve performance
    • Payroll Management including absences (sick, planned, holidays, overtime), timecard approvals, and daily scheduling
    • Act as a primary escalation point for operational issues in the team, contact point for our customer’s delivery management•
    • Provide accurate and timely communication to all applicable parties on any customer support issue
    • Attend regular operational and business review meetings
    • Monitor specific KPIs to ensure proper delivery of the business
    • Participate in reviewing processes and workflow to diagnose areas for improvement
    • Build and send updated reports to management team (site manager, global operations manager, office manager, etc.) as required
    • Proactively proposes improvement plans where gaps are noticed
    • Ensuring appropriate systems are updated with CSAT/KPI analysis, coaching analysis and behavioral improvement efforts
what you'll be doing
skils required

What you'll need

Role Specific Competencies
• Business Acumen - demonstrates strong business & commercial acumen with excellent influencing, negotiation, and conflict resolution skills.
• Managing High Performing Teams – demonstrates the experience of leading, managing, and coaching teams
• Exceptional Image & Integrity – Committed to self-development and the development of team members by providing opportunities to learn and expand knowledge.
• Delegates & Empower - Identifies different stakeholder priorities and manages expectations to delegate effectively.
• Effective Communications - Strong communication skills with excellent presentation skills and possess the ability to make decisions quickly and efficiently.
• Customer Delight – demonstrates the ability to think from the customer’s perspective to generate customer-centric solutions.
• Business Acumen – Making decisions - Makes decisions based on balanced reasoning of risk and budget assessment, data analysis and efficiencies to be gained.
• Owning & Achieving results - Aware of incident management practices and demonstrates a sense of urgency and operates at pace to deliver customer solutions.
Qualifications & Experience:
Educational Experience
• High School Diploma or equivalent
Other language(s) (written and oral needed)
• English Intermediate Level (Level 2) or higher
Desired Qualifications
• Bachelor’s Degree or other business degree
• Certification in a specified supported technology and/or application.
• Professional IT Certifications are desired (CCNP, MSCE)
• ITIL Certification
• Experience in supporting cloud-based technologies

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O365 Premier Team 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, disability, 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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