Operations Manager at Tek Experts Full Time

Job Title: Operations Manager

Job ID: 9409
Location: Victoria Island, Lagos
Work Location Type: Hybrid
Department: Information Technology

Job Description

• 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.
• A career in tech. Work with the biggest and best names in technology.
• We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way.
• In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities

• The M365 team supports online and cloud applications for premier M365 customers. Our Fairfax group requires U.S. citizenship and a background check/clearance.
• 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. S
• upport 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

• Ensure that all targets and SLAs are met at a global level.
• Deliver the business plan, aligning customer and Tek Experts strategy while maximizing operational excellence.
• Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.
• Implement process improvements, including change management, to enhance performance for clients or reduce costs for the company.
• Ensure the right balance of resources to maintain service delivery within agree-upon budgets.
• Drive business strategy for your site to maximize operational excellence in accordance with the overall organizational strategy.
• Implement operational processes to successfully manage site activities and seek out cost-effective solutions that improve strategic and tactical operations.
• Coach, mentor and inspire the first line management team to live the Tek Experts values and achieve high employee engagement, to work with people, to structure teams, and to evaluate team performance.
• Lead resource planning processes that grow internal talent and create contingencies for short-term capacity gaps.
• Develop and implement KPIs to measure effectiveness and ensure business goals are met.
• Build managerial capability within the management team and pipeline related to the employee lifecycle.

Qualifications
In this role:

• A Bachelor’s or Master’s Degree in Business Administration, Projects, Economics or a related field is preferred.
• 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.
• 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.

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.

Application Closing Date
Not Specified.