Technical Team Lead

hace 4 semanas


San José, San José, Costa Rica Tek Experts A tiempo completo

At Tek Experts, we're seeking a skilled Technical Team Lead to oversee the Azure Platform Technical Support (APTS) team. As a key business leader, you'll be responsible for building, managing, and developing a team of 15-20 support engineers to deliver exceptional customer service.

Key Responsibilities:

  • 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.

Requirements:

  • 3 - 5 years in technical support, software support, IT operations, and/or infrastructure support.
  • 1 - 2 years of experience managing teams.
  • Higher-level education in a technical discipline or related certification.
  • Experience in supporting cloud-based technologies.
  • Excellent knowledge of technology-based environments and solutions.
  • Certification in MS Azure, MCSE, CCNP, Linux, or one of the core team technologies.

About Tek Experts:

We're a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive.


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