Technical Operations Manager
hace 5 horas
Job Overview
Tasq Staffing Solutions is seeking a skilled Technical Operations Manager to lead our service desk team. As a key member of our operations team, you will be responsible for managing a team of technical executives and ensuring the day-to-day delivery and performance of the team.
About the Role
This is a challenging and rewarding role that requires a strong technical background, excellent leadership skills, and the ability to motivate and mentor team members. You will work closely with our operations managers to obtain necessary resources, conduct quality assessments, and formulate trends for performance improvement.
The Ideal Candidate
To be successful in this role, you will have a minimum of 2-3 years' experience in a service desk role, with at least 1 year as a team leader. You will also have a strong understanding of customer care operations, technical support processes, and ITIL principles. Additionally, you will have excellent verbal and written communication skills, as well as strong decision-making and analytical abilities.
Key Responsibilities
- Manage teams, including resource planning, career planning, performance management, and attrition management
- Coach and develop team members, helping to bridge knowledge gaps and overcome skill and will issues
- Handle user/customer escalations and formulate actions to resolve concerns and ownership till resolution
- Regularly formulate and execute internal and external governance
- Effectively handle client escalations and formulate actions to resolve concerns
- Work with operations managers to obtain necessary resources, such as training and support
- Conduct quality assessments of agent performance and formulate trends for performance improvement
- Ensure team members have necessary knowledge and training to effectively deliver on targets
- Familiarize team with latest process updates and changes, team and individual targets
Benefits
We offer a competitive salary of $60,000 - $80,000 per annum, depending on experience, as well as opportunities for professional growth and development. If you are a motivated and experienced technical operations manager looking for a new challenge, please apply today.
Qualifications and Skills
- Minimum 2-3 years' experience in a service desk role
- At least 1 year as a team leader
- Strong understanding of customer care operations, technical support processes, and ITIL principles
- Excellent verbal and written communication skills
- Strong decision-making and analytical abilities
- Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Education and other requirements: Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required. ITIL trained/certification preferred.
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