Senior Technical Operations Manager

2 weeks ago


Croydon, Greater London, United Kingdom Natterbox Limited Full time
Job Description

We are seeking a highly skilled Senior Technical Operations Manager to lead our team of 1st and 2nd Line Support Engineers in the EMEA region. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer satisfaction.

Key Responsibilities
  • Support Operations Management: Oversee the delivery of 1st and 2nd line support across multiple regions, ensuring high standards of service and responsiveness through effective team management.
  • Leadership and Team Development: Lead by example and actively engage your team to excel. Mentor team members to achieve individual and collective goals, fostering a high-performance culture.
  • Service Excellence and Escalation Management: Act as a key point of escalation, providing leadership and technical guidance to ensure seamless team operations.
Requirements
  • Experience: At least 2 years of management experience, ideally overseeing 1st and 2nd line support operations, focusing on directing teams in handling technical issues efficiently.
  • Performance Management: Skilled in managing and achieving KPIs and performance metrics.
  • Technical Skills: Strong background in 1st and 2nd line support with hands-on capabilities in handling technical issues.
  • Experience with CRM Systems: Proven expertise in managing customer relationships using CRM systems, ideally Salesforce.
  • Cloud Technology Expertise: Experience supporting cloud-based solutions and technologies.
  • Telecommunications Experience: In-depth experience in a VOIP Service Provider or Telco environment.
What We Offer
  • Hybrid Working: Blend of in-person and remote working.
  • Competitive Salary: Alongside a competitive salary, we offer a great range of benefits.
  • Private Health Insurance: After probation.
  • PerkBox: Giving a range of personalized benefits.


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