Team Manager (Technical/Customer Support)

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation. Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people: - Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger. - Curiosity. We want to know you, what makes you tick and what it will take to help you grow. - Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed. - Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around. - Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt. - Integrity. Integrity is standing up for what we believe is right and living by our highest values. Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve. Don’t just take our word for it; experience the growth yourself! If you don’t know where to start, check us out at www.enshored.com. MINIMUM REQUIREMENTS AND QUALIFICATIONS - Proven leadership experience, with at least 2-3 years in a supervisory or team lead role in IT customer support or a related field. - Strong ability to manage, motivate, and develop a team in a fast-paced, high-pressure environment. - Flexibility to work during holidays, weekends, or extended hours as needed to support business operations. - Demonstrated ability to handle complex customer escalations and resolve issues effectively. - Experience in performance management, including setting goals, providing feedback, and conducting evaluations. - Strong organizational skills with the ability to prioritize tasks and manage multiple responsibilities. Key Skills: - Leadership and team management: Proven ability to lead a team, delegate tasks, and foster a positive work environment. - Technical expertise: In-depth knowledge of IT support processes, tools, and technologies, including experience with network hardware, internet service providers, or related systems. - Problem-solving and decision-making: Ability to analyze complex issues, make informed decisions, and implement effective solutions. - Communication and interpersonal skills: Excellent verbal and written communication skills, with the ability to interact professionally with team members, customers, and senior management. - Training and development: Experience in designing and delivering training programs to enhance team skills and performance. - Data analysis and reporting: Proficiency in analyzing support metrics and creating detailed reports for management. Ability to deliver reports with concise content to stakeholders - Process improvement: Strong ability to identify inefficiencies and implement process improvements to enhance team productivity and customer satisfaction. Educational Background: - Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (preferred). - Relevant certifications (e.g., ITIL, CompTIA, or leadership certifications) are a plus. Work Experience: - Minimum of 3-5 years of experience in IT customer support, with at least 2 years in a leadership or supervisory role. - Proven track record of improving team performance and achieving key performance indicators (KPIs). - Experience in escalation management and resolving high-priority customer issues. - Demonstrated ability to collaborate with cross-functional teams to improve processes and tools. Language Skills: - Excellent command of English, both written and spoken, with strong grammatical skills. - Ability to communicate technical information clearly and effectively to both technical and non-technical audiences. DUTIES AND RESPONSIBILITIES - Monitor team performance and provide feedback to improve efficiency and customer satisfaction. - Handle escalated customer issues and ensure timely resolution. - Develop and implement training programs for new and existing team members. - Manage and direct the daily activities of the Team Leaders, and Heroes, including creative resource planning and implementing call center strategies and operations in accordance with Operations Manager, Senior Operations Manager, CSM - Setting and meeting performance targets for efficiency and quality - Ensure that the Service Delivery processes and team are meeting Enshored and client specific KPI targets. - Practice and ensure compliance with all policies and procedures of the company - Coordinate, cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience - Coordinate with Recruitment, IT and liaising with HR team - Provide operational guidance. Train, coach, monitor, recognize, support and promote discipline in any given situation - Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff - Provide a career path for Heroes up for promotion or those who like to level-up through an effective and comprehensive training plan - Carry out needs, assessments and performance reviews to officers About Enshored Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place. At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.