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Senior Team Manager

Mexico
Service Delivery Management, Change Management (ITSM), Core ITSM practice areas, GCP Compute, GCP Networking, Google Cloud Platform, Incident Management (ITSM), Problem Management (ITSM), Service request management (ITSM), Workforce Planning & Management, People Management, Service Delivery

We are in search of a committed and skilled Senior Team Manager to lead our team.

In this capacity, you will drive team performance, ensure the delivery of high-quality support services, and align support processes with business goals to boost overall operational effectiveness.

Responsibilities
  • Oversee and support help desk technicians in effectively addressing inbound calls and tickets
  • Assume control of support issues and involve necessary internal or external expertise
  • Resolve escalations successfully while maintaining excellent customer communication
  • Analyze support trends and modify processes for ongoing enhancement
  • Supervise ticket management for quality assurance and conformity to service-level agreements
  • Manage career development, planning, and performance assessments for the team
  • Enhance the team’s leadership skills and oversee personnel performance
  • Coordinate team schedules, staff meetings, and upkeep of process documentation
  • Maintain team adherence to all policies, procedures, and regulations
  • Create operating policies and set benchmarks for operational excellence
  • Independently oversee teams and daily operations with a proactive and adaptable manner
Requirements
  • 12+ years of experience in Developer, Sysadmin, or DevOps roles in complex environments
  • Background in overseeing multiple IT service clients with teams of over 25 individuals
  • Proficiency in customer, escalation, and contract management
  • Skills in fostering a team environment and outstanding problem-solving abilities
  • ITIL Foundation certification (v3 or higher)
  • Supervisory capability to ensure timely and efficient responses to inbound inquiries from support engineers
  • Creativity and a mature, proactive approach with a focus on continuous improvement
  • Detail orientation with competence in examining escalated incidents and adapting new skills
  • Ability to produce clear, high-quality deliverables and handle complex deliveries
  • Expertise in resource management and formulating realistic medium to long-term plans
  • Skills in managing ongoing changes and effectively deploying new services
Nice to have
  • Expertise in supporting Cloud Providers like AWS, Google Cloud Platform, or Azure
  • Background in mentorship and team cohesion development
  • Familiarity with Service Desk documentation standards and Scrum methodology principles
Benefits
  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn