Team Manager (Technical)

Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve.We are recruiting to fill the position below:Job Title: Team Manager (Technical)Location: LagosJob DescriptionAre 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 across a range of different technologies and hardware? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring a team manager who will help manage our support colleagues to solve technical and non-technical support requests.As a team leader at Tek Experts you will have a strategic role to ensure exceptional customer service is delivered through your team of support engineers. You will build and manage an end-to-end service operations team of 20-30 passionate professionals and be responsible for overall performance of the team. Acting as a key business leader, you’ll be a key point of contact for customers, delivery teams and senior management.Duties and ResponsibilitiesManage team to deliver exceptional customer service across technical linesTraining and coaching team members to support their personal developmentAct as a primary escalation point for operational issues in the teamSupports the team to ensure Tek Experts meets the goals and expectations of our customersProvides accurate and timely communication to all applicable parties on any customer support issueAttends regular operational and business review meetingsMonitors specific KPIs to ensure proper delivery of the businessParticipates in reviewing processes and workflow to diagnose areas for improvementBuilds and sends updated reports to management team (site manager, global operations manager, office manager, etc) as requiredServes as contact point for customer’s delivery managementHandle, monitor, coordinate and manage all escalated casesProactively proposes improvement plans where gaps are noticed.What We’re Looking ForDynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support.You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience.Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills. 

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