Support Team Manager

We are looking for a Support Team Manager for our prestigious customer , a well-known technology company working for the Humanitarian assistance projects worldwide.

The candidates are expected to be creative people managers who know what it takes to support information systems having a daily impact on humanitarian assistance worldwide. The successful candidate will join a growing company to build and oversee critical client support services, including ongoing support services, training, and client learning.

Primary duties:
• Develop, lead, and motivate company professionals to deliver excellent training, front line technical support and outstanding customer service
• Create and manage SOPs and SLAs where they are not in place and manage change processes to achieve them
• Support ongoing reinforcement of information management systems and practices
• Ensure varying operating procedures related to enterprise partners are adhered to
• Monitor and manage on time quality outcomes from the team’s work
• Monitor and assure team is working within SLAs
• Provide metrics showing performance to department head on a regular basis
• Ensure work completion and provide delivery reports to internal departments and clients
• Coordinate with technical lead, logistics, and learning and development / content resources to ensure work outcomes
• Resolve escalated issues about delivery, liaise with other departments
• Manage team scheduling
Requirements:
• 3+ years of experience with team management
• Experience working with Humanitarian Programs
• Experience working in more than one country
• Experience with Management Information Systems
• Experience working with cloud-based software solutions
• Self-directed and solution-oriented
• Familiarity with tools used in the humanitarian industry, including Android and ODK based applications
• A passion to solve problems and to coach and train fellow support team members
• Constructive, get-things-done problem-solving attitude