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Team Manager – Technical and Non Technical Support

| Colorado Springs

Are you looking to expand your career in IT leadership in a rapidly growing company?  Do you want to be responsible for delivering extraordinary customer support across a range of different technologies and hardware? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring a team manager who will help manage our support colleagues to solve technical and non-technical support requests.

As a team leader at Tek Experts you will have a strategic role to ensure exceptional customer service is delivered through your team of support engineers.  You will build and manage an end-to-end service operations team of 20-30 passionate professionals and be responsible for overall performance of the team. Acting as a key business leader, you’ll be a key point of contact for customers, delivery teams and senior management.

Responsibilities

  • Manage team to deliver exceptional customer service across technical lines
  • Training and coaching team members to support their personal development
  • Act as a primary escalation point for operational issues in the team
  • Supports the team to ensure Tek Experts meets the goals and expectations of our customers
  • Provides accurate and timely communication to all applicable parties on any customer support issue
  • Attends regular operational and business review meetings
  • Monitors specific KPIs to ensure proper delivery of the business
  • Participates in reviewing processes and workflow to diagnose areas for improvement
  • Builds and sends updated reports to management team (site manager, global operations manager, office manager, etc) as required
  • Serves as contact point for customer’s delivery management
  • Handle, monitor, coordinate and manage all escalated cases
  • Proactively proposes improvement plans where gaps are noticed

 

Skills and competencies

  • Demonstrable experience leading a support team of at least 20 team members
  • Strong organizational, planning, leadership and management skills with a confident and professional manner
  • Strong English communication skills with excellent presentation skills
  • Excellent soft skills, including conflict resolution, influence and negotiation skills
  • Critical thinker and ability to make decisions
  • Ability to work under pressure in a highly targeted environment
  • Committed to self-development and the development of others

 

In return, we offer you

  • An excellent remuneration package
  • Prestigious offices all around the world
  • Friendly working atmosphere
  • Continuous professional development and certification programs
  • A commitment to offering you career development opportunities to meet your full potential

Why Tek Experts?

We only exist to help IT companies make a difference in the world. We make sure nothing gets in the way of them doing great things. Clients stay with us because we’re a disruptive-thinking, dynamic and fast-growing business and because of the success of our people. We believe in the power of people and the quality of our teams. They’re smart, curious, client-oriented and results-driven. If this sounds like you and you want to be part of our journey, apply now.

 

My Career. My Future. My Tek Experts.

 

Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.

 

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • Azure CloudLanguages
    • Microsoft 365Languages
    • ArcSightLanguages
    • IntuneLanguages
    • ITOMLanguages
    • Vertica Languages
    • Data ProtectorLanguages
    • Fortify (ESP)Languages
    • ADMLanguages
    • CAMCATLanguages
    • BrainsharkLanguages
    • SPARKS Languages
    • SSO Portal Languages
    • Power BI Languages
    • OneNoteLanguages
    • iRockLanguages
    • ATR Languages
    • ELA ChecklistLanguages
    • SE Portal Languages
    • GainsightLanguages
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • Microsoft 365Analytics
    • IllustratorDesign
    • PhotoshopDesign
    • Adobe CCDesign
    • InDesignDesign
    • HootsuiteCMS
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • KenticoCRM
    • DotmailerEmail
    • Google AdwordsLead Gen

Location

Right off the I-25 towards the north of Colorado Springs. We’re close to The Promenade Shops with many outlets & coffee shops. Easy bus access too.

An Insider's view of Tek Experts

What are some social events your company does?

We’ve the Trailblazers; our weekly walking/hiking trip which is great fun. Regular outings like the 4th July picnic, Karaoke nights and we all look forward to our year-end party. We celebrate birthdays, run community events like clothing or school supplies drives, & potlucks. Who doesn’t like to eat, right?

Alison

Recruiter

How do you collaborate with other teams in the company?

Collaboration is constant and priceless. We have global video meetings with our SMEs, structured meetings where we share and learn from each other and have developed labs to try solutions and share ideas. This means we get to build strong and respectful relationships. To me collaboration means family and we’re all about that here.

Raven

Customer Service Agent

What makes someone successful on your team?

First and foremost it’s your attitude. You have to have the ‘Stronger Together’ mindset. We’re very collaborative as teams and as a company because you can’t deliver the best for your client or their customers on your own and our people recognise that. Working with your team mates, across other depts and other sites is the best way to succeed.

Matthew

Technical Support Engineer

How do your team's ideas influence the company's direction?

We love to take and share ideas from all of our teams to make better company decisions. We recognize that some of the best ideas come from the people who are doing the job day in and day out. We try to be flexible at all times to make changes whenever we feel that a better idea has come along – and we implement those ideas quickly!

Henry

Site Manager

What does career growth look like on your team?

There’s opportunities at all levels and individual growth is what we’ve become known for! We believe in developing talent from within and giving them opportunities to be successful and be promoted. One of our values is Knowledge Matters; so we encourage everyone to excel and to continue to learn and develop so they’re prepared for what comes next.

Erika

Team Manager

What are Tek Experts Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Role dependent
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
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