Senior Manager leading operations strategy for a fintech company in Mexico, optimizing processes, integrating technology and managing resources effectively.
About the role
- Regional Lead for End User Support leading a team for Datacom's IT Outsourcing group. Ensuring customer satisfaction and operational performance in a hybrid work environment.
Responsibilities
- lead a team of end user service engineers within the IT Outsourcing group
- address all EUS related issues and escalations for all stakeholders
- ensure effective communication back to the relevant stakeholders
- assist in Problem Management when required, delegating as appropriate
- support the Service Delivery community in Continual Service Improvement Initiatives
- manage call management system queues to ensure tickets are assigned appropriately
- mentor and coach staff members on customer related issues
- promote a positive culture within the team
- ensure operational performance of the team delivers a high level of customer satisfaction
- demonstrate a strong managerial and leadership style
- ensure staff are clear on expectations and performance requirements
- track and record expenses for EUS team staff members
Requirements
- demonstrated working technical knowledge of supporting desktops/laptops in a corporate environment
- excellent understanding of ITIL principles
- experience with hardware and peripherals (laptops, notebooks, workstations, desktop PCs, printers, media and audio-visual equipment, BYOD and mobility)
- knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and experience in SOE creation and maintenance
- knowledge of desktop and software applications (operating systems from Windows 7 through 10, Microsoft Office 2007 through 365, antivirus software and systems)
- excellent verbal and written communication skills
- ability to articulate technical information to the target audience
- strong professional customer service skills
- ability to work autonomously with excellent time management
Benefits
- social events
- chill-out spaces
- gaming zone
- remote working
- flexi-hours
- professional development courses
- health insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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