Operations Manager

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 M365 team supports online and cloud applications for M365 customers. As part of the M365 team, you will spend much of your time collaborating with your team to bring cases to resolution. Some cases will be transferred to a higher tier of support. Support Engineers will work with peers, Tech Leads, Subject Matter Experts, and Technical Advisors from Microsoft. However, you should also be able to work independently, learn the product and make troubleshooting decisions on your own.

This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.

Qualifications

M365 is a good fit for you if:

• You have experience with technical support, Microsoft Exchange, Outlook, Teams, online/cloud tools, hybrid environments, or mobile operating systems.
• You love technology, understand it and are adept at using it.
• You’re able to adapt quickly as situations change.
• You’re empathetic and advocate for our customers.
• You’re customer-obsessed, take the initiative, and exceed expectations.
• 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.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• 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.