IT Operations Manager ( Team Lead )

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Employer: confidential
  • Customer Support - Client Service
  • Internet - eCommerce
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 04.10.2017

    • Fluent in English;
    • Another foreign language is a plus.
    • Ability to manage critical situations and to work under pressure, while meeting deadlines;
    • Drive for excellent customer service;
    • Capability to communicate effectively and concisely at all organizational levels;
    • Being able to lead a diverse team to high performance;
    • Result oriented, high flexibility and adaptability and capacity to work autonomously;
    • Proactive attitude and attention to details;
    • Strong time and resource management skills;
    • Ability to model, implement and improve processes;
    • Ability to build positive working relationships and manage stakeholders;
    • Presentation/ Representation skills;
    • Excellent team player;
    • Strong knowledge of MS Office;
    • Open to continuous feedback and improvement;
    • Acting with professionalism and integrity
    Nice to have
    • Proven track-record of delivering IT support projects, or any type of IT project;
    • Previous experience in people management;


    The IT Operations Manager is responsible for a successful delivery of the IT Support Projects, ensuring highest client satisfaction.

    Roles and responsibilities:
    • Monitoring and reporting on service delivery metrics and overall team performance;
    • Managing team performance and progress according to the established performance criteria – assigning responsibilities, assisting and coordinating team members so that they meet deadlines, work productively, and resolve any issues effectively;
    • Recruiting new team members and ensuring the necessary training, mentoring and coaching;
    • Communicating with the client in order to ensure a smooth service delivery;
    • Maintaining positive client relationships even in severe and high pressure situations and aiming for highest client satisfaction;
    • Acting as a focal point for escalations and communication on major service outages;
    • Ensuring that the team is cross-trained, proactive and customer focused;
    • Ensuring that SLAs are achieved and client expectations are met
    • Assisting the department managers and handling administrative tasks;
    • Performing the monthly billing process;
    • Assessing and managing any change impacting the project;
    • Creating different types of forecast and risk analysis when required;
    • Creating the team schedule, while ensuring continuity of availability of project team members;
    • Acting as a mediator between stakeholders – from client to team members;
    • Proactively advising and recommending specific actions to upper management and team members on critical situations or similar incidents where an understanding of the issue and the client situation is required;
    • Making sure that the team members are aware of company's policies and internal rules and ensuring compliance;
    • Assessing the needs of the team and acting as a performance enabler;