Job Description: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
