Operations Manager

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Job description

Overview:
We're in search of an Operations Manager to hold a strategic role in our company, overseeing the distribution of resources throughout Tek Experts. This role is accountable for monitoring and achieving all performance targets and ensuring we strategically meet all SLAs agreed upon with our clients in a global way. You will coach and develop team managers, drive overall employee engagement, and ensure financial targets are achieved while building and maintaining relationships with key client contacts.

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 always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with 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.

Responsibilities:
The Azure Subscription Management Support Team (ASMS) supports Microsoft customers experiencing issues with the Azure Cloud Portal, including billing for cloud-based services. Support Engineers are assigned to cases and work directly with customers, maintaining communication via phone and email to follow through on pending tasks until the issue is resolved. Technical Leads and Subject Matter Experts collaborate with the Support Engineers as needed on complex cases, drive process improvement, and serve as liaisons with the Microsoft team.

This role will:

Ensure that all targets and SLAs are met at a global level.

Deliver the business plan, aligning customer and Tek Experts strategy while maximizing operational excellence.

Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.

Implement process improvements, including change management, to enhance performance for clients or reduce costs for the company.

Ensure the right balance of resources to maintain service delivery within agree-upon budgets.

Drive business strategy for your site to maximize operational excellence in accordance with the overall organizational strategy.

Implement operational processes to successfully manage site activities and seek out cost-effective solutions that improve strategic and tactical operations.

Coach, mentor and inspire the first line management team to live the Tek Experts values and achieve high employee engagement, to work with people, to structure teams, and to evaluate team performance.

Lead resource planning processes that grow internal talent and create contingencies for short-term capacity gaps.

Develop and implement KPIs to measure effectiveness and ensure business goals are met.

Build managerial capability within the management team and pipeline related to the employee lifecycle.

Qualifications:
ASMS is a good fit for you if:

You have experience in customer service and a desire to learn new technical skills.

You're self-motivated and accountable for meeting your obligations.

You can work independently but know when to ask for help.

You're creative, adaptable, and have strong problem-solving skills.

You're proficient in both written and oral English.

In this role:

5 - 10 years of experience in technical support, software support, IT operations or infrastructure services are required, with at least 3 years of managing teams.

A bachelor's or master's degree in business administration, projects, economics or a related field is preferred.

Experience in supporting cloud-based technologies is helpful.

Excellent understanding of technology-based environments and solutions is required.

Certification in MS Azure, MCSE, CCNP, Linux, and/or in the core team technologies is preferred.

Strong organizational, planning, leadership, and management skills to motivate and develop employees are required.

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