Expert Technical Team Lead

1 week ago

Canberra, ACT, Australia beBeeTeam Full time $120,000 - $150,000
Job Title

Global Support Team Manager

About the Role

We are seeking a highly skilled and experienced team manager to lead our support team. The successful candidate will be responsible for managing a team of professionals, developing their skills, and ensuring they have the necessary tools to deliver exceptional customer service.

This role requires strong leadership skills, excellent communication abilities, and a deep understanding of technical issues. You will need to be able to work independently and as part of a team, with a proven track record of delivering results in a fast-paced environment.

You will also be responsible for:

  • Managing a professional support team, including skills development and performance management
  • Operational control, shift scheduling, and accountability for key performance indicators (KPIs)
  • Ensuring all customer cases are responded to within the SLA and in a professional manner
  • Acting as the customer escalation contact and ensuring such escalations are addressed appropriately
  • Accountability for customer satisfaction
  • Contributing to the support knowledge base
  • Continuous improvement to the team's processes and support service delivery
  • Hiring, developing, and training support team members to match business requirements
  • Working with the leadership team to drive growth and transformation initiatives
Requirements

To be successful in this role, you will need to have:

  • Extensive CLI experience with Linux at a technical level (support, development, implementation)
  • Leadership experience and preferably team management experience
  • Confidence under pressure with a proven track record of high customer focus
  • Fluency in multiple languages, with English being the primary language
  • Excellent communication skills (verbal and written)
  • Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
  • A proven track record of contributing to open-source projects
  • Software development experience
  • Experience in working in support organizations
  • Hands-on experience with Canonical's products
What We Offer

We offer a competitive salary and benefits package, including:

  • Distributed work environment with regular team sprints in person
  • Personal learning and development budget of USD 2000 per year
  • Annual compensation review
  • Recognition rewards
  • Annual holiday leave
  • Maternity and paternity leave
  • Employee Assistance Programme
  • Opportunity to travel to new locations to meet colleagues
  • Priority Pass and travel upgrades for long-haul company events

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