Manager of Client Support Operations

il y a 4 semaines


Marseille, Provence-Alpes-Côte d'Azur, France Groupe iliad Temps plein

Position Overview

In the role of Team Leader within the Operations division, you will oversee a dedicated group of Administrators and Network/System Engineers. Your team will be responsible for addressing client issues and monitoring both client and internal systems. You will significantly contribute to enhancing the quality of technical support and fostering strong client relationships.

Your Key Responsibilities

Leadership Duties:

  • Organize, direct, and manage team operations
  • Conduct one-on-one evaluations
  • Enhance client satisfaction levels
  • Engage in the recruitment and onboarding processes for new team members
  • Identify improvement opportunities and execute corrective measures

Operational Duties:

  • Oversee ticket management
  • Handle escalations effectively
  • Ensure documentation is up-to-date
  • Coordinate planned interventions (including notifications, resource allocation, and scheduling)
  • Provide weekly updates on significant events and progress
  • Participate in coordination meetings with cross-functional teams
  • Maintain consistent communication with internal departments

Candidate Profile

The ideal candidate will possess a degree in Network/System Engineering or a related field, with a minimum of 3 years of experience in a comparable position within an Operator, Hosting Provider, or Integrator. You should be diligent, self-sufficient, and well-organized, with the ability to adapt to changing circumstances. Strong interpersonal skills are essential for effective collaboration within your team and across departments.

Technical Expertise:

  • In-depth knowledge of Network and Voice architectures in an operator context
  • Comprehensive understanding of Service Provider and Cloud architectures in a hosting and outsourcing setting
  • Experience in managing and/or implementing: Operator networks (including Collection, Internet Transit, Level 2 Link, IP networks, VPN-MPLS, Datacenter Architecture, and Perimeter Security)


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