Operations Manager at Tek Experts

Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve.

We are recruiting to fill the position below:

Job Title: Operations Manager

Requisition ID: 15196
Location: Victoria Island, Lagos
Job type: Full-time
Category: Information Technology

Job 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.  

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.
• 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.
• 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.

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’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.
•  You love technology, understand it and are adept at using it.
•  You’re able to adapt quickly as situations change. 

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.
• 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.
• 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.

How to Apply
Interested and qualified candidates should:
Click here to apply