We are looking for a committed and skilled Team Manager to lead our team.
In this position, you will drive team performance, ensure the delivery of high-quality support services, and align support processes with our business goals to boost overall operational efficiency.

REQUIREMENTS

• 10+ years of experience in Developer, Sysadmin, or DevOps roles managing complex environments
• Background in managing multiple IT service clients and leading teams of over 25 people
• Proficiency in customer, escalation, and contract management
• Skills in building team environments and excellent problem-solving abilities
• ITIL Foundation certification (v3 or higher)
• Capability to oversee support engineers, ensuring timely and efficient responses to inbound queries
• Creativity and a mature proactive approach with a focus on continuous improvement
• Detail-oriented with competency in investigating escalated incidents and adapting to new skills
• Ability to create clear, high-quality deliverables and manage delivery complexities
• Expertise in resource management and developing realistic mid and long-term roles
• Skills in managing constant changes and deploying new services efficiently

• Oversee and support help desk technicians to promptly respond to inbound calls and tickets
• Own support issues and involve the required internal or external expertise
• Resolve escalations with outstanding customer communication skills
• Recognize support trends and modify processes accordingly for ongoing enhancement
• Supervise ticket handling to ensure quality control and adherence to service-level agreements
• Guide career development, planning, and performance evaluations for the team
• Enhance the team’s leadership skills and administer personnel performance
• Schedule teamwork, arrange staff meetings, and handle process documentation
• Maintain team adherence to all policies, procedures, and regulations
• Formulate operating policies and set standards for operational excellence
• Independently lead teams and daily operations with a proactive and flexible approach