Job Vacancies at Tek Experts, 11th February, 2019

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: Lagos

Job Description

• Are 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 Responsibilities

• Manage team to deliver exceptional customer service across technical lines
• Training and coaching team members to support their personal development
• Act as a primary escalation point for operational issues in the team
• Supports the team to ensure Tek Experts meets the goals and expectations of our customers
• Provides accurate and timely communication to all applicable parties on any customer support issue
• Attends regular operational and business review meetings
• Monitors specific KPIs to ensure proper delivery of the business
• Participates in reviewing processes and workflow to diagnose areas for improvement
• Builds and sends updated reports to management team (site manager, global operations manager, office manager, etc) as required
• Serves as contact point for customer’s delivery management
• Handle, monitor, coordinate and manage all escalated cases
• Proactively proposes improvement plans where gaps are noticed.

What We’re Looking For

• Dynamic, 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.

Skills and Competences:

• Demonstrable experience leading a support team of at least 20 team members
• Strong organizational, planning, leadership and management skills with a confident and professional manner
• Strong English communication skills with excellent presentation skills
• Excellent soft skills, including conflict resolution, influence and negotiation skills
• Critical thinker and ability to make decisions
• Ability to work under pressure in a highly targeted environment
• Committed to self-development and the development of others.

Interested and qualified candidates should:Click here to apply

• If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business.

Job Description

• Do you have a passion for training and mentoring? Do you have a deep knowledge of Microsoft Exchange and its interaction with Active Directory? Do you have a strong Microsoft Office 365 experience? 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 several Office 365 subject matter experts (SME) who will help upskill our  support colleagues to solve complex support requests.
• As a SME, your role brings together the technical competencies of Microsoft products and management in the areas of incident, change, problem, capacity and configuration management plus people development.
• Working with our support teams, quality assurance team and training and development department, you will have accountability to ensure Tek Experts is sufficiently trained and supported when answering technical customer queries from clients and their customers.

Duties and responsibilities

• Plan, create and deliver training in person for our teams and supporting content for our learning management system
• Collaborate with the training and development team to ensure success of any training completed and update where necessary
• Identify, train, manage and develop client facing technical leads
• Meet with engineers weekly, review what works well and what needs improvement
• Work with operations manager for project needs, new implementations, and on team training, and new hire/selection
• Work with our team towards Microsoft certifications, develop additional content creation for our engineers
• Compile entry level, technology lead feedback on current processes
• Support talent acquisition and operational leaders to select and interview new team members

What We’re Looking For

• Dynamic, 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.

Competences:

• Office 365 knowledge – Deep knowledge and proficiency of Microsoft Exchange and its interaction with Active Directory and a desire to share that knowledge with others
• Extensive knowledge of Office – specifically as it relates to Skype for Business, mobile suites, and One Drive
• Strong relationship management – A collaborative nature and act as a technical advisor in strategic committees
• Clear communicator – Clear, concise and persuasive communication style adapted for multiple audiences, plus demonstrate effective writing, presentation skills, and proactive listening skills
• Effective business management – An ability to undertake root cause analysis. You will be a logical thinker and use relevant data to find trends, problem characteristics and solve

Why Tek Experts?

• We at Tek Experts, believe in our team and we want you to be part of us. That means we provide ongoing support for your development and give you exposure to the newest technologies and working environments.
• We’re a modern, challenging and fast growing, business because of the success of our people. They are smart, curious, client-oriented and results-driven.

Interested and qualified candidates should:Click here to apply

Note: Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.