Senior Technical Team Lead
hace 1 mes
We are seeking an experienced Senior Technical Team Lead to oversee the management and development of a team of 15-20 support engineers, ensuring exceptional customer service delivery across technical service lines.
Key Responsibilities:
- Team Management: Effectively manage your team to ensure seamless customer service delivery, fostering a collaborative environment that promotes growth and development.
- Personal Development: Support the professional growth of your team members through targeted training and coaching initiatives, helping them enhance their skills and expertise.
- Crisis Management: Serve as the primary escalation point for team operational issues and customer delivery management, providing prompt and effective solutions.
- Communication: Provide accurate and timely communication to all stakeholders in the event of a customer support issue, ensuring transparency and trust.
- Meetings and Reporting: Regularly attend operational and business review meetings, sharing updates and reports with management to inform strategic decisions.
- KPI Monitoring: Closely monitor key performance indicators (KPIs) to guarantee proper business delivery, identifying areas for improvement and implementing corrective actions as needed.
- Process Review: Continuously review processes and workflows to diagnose areas of improvement and propose enhancement plans where necessary.
- Escalation Management: Own, monitor, coordinate, and manage all escalated cases, ensuring swift resolution and minimizing impact on customers.
Requirements
To excel in this role, you should possess:
- Familiarity with Dynamics 365 Operations, Dynamics 365 Business Central ERP, Dynamics 365 Customer Engagement CRM, Microsoft Power Apps, and Flows.
- Exceptional problem-solving skills and a customer-centric approach.
- A proven track record of managing teams and leading technical teams.
- A higher-level education in a technical discipline or related certification is preferred.
- Experience supporting cloud-based technologies and knowledge of technology-based environments and solutions is required.
$120,000 - $150,000 per annum, depending on experience. This salary estimate takes into account the requirements of the role, industry standards, and the company's commitment to attracting top talent.
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