Technical Operations Manager

hace 1 semana


Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

Overview:

We are seeking a highly skilled Technical Operations Manager to lead and develop our team of support engineers, ensuring exceptional customer service delivery. This key business leader will serve as the primary point of contact for customers, delivery teams, and senior management from Tek Experts and our clients.

Driving Exceptional Outcomes with Purpose-built Solutions

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

About Us

Tek Experts is part of TeKnowledge - where innovation meets purpose. We're transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.

The Role

  • 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

To be successful in this role, you should have:

  • 3-5 years of experience in technical support, software support, IT operations, and/or infrastructure support.
  • 1-2 years of experience managing teams.
  • Familiarity with Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows.
  • Excellent knowledge of technology-based environments and solutions.
  • Certification in MS Azure, MCSE, CCNP, Linux, or one of the core team technologies is preferred.

Estimated Salary Range: $90,000 - $120,000 per year



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