Job Description
OVERALL PURPOSE
As the Technical Operations Manager at Lula, you are responsible for the holistic success of IT service delivery. You will provide strategic leadership to the Technical Support and Helpdesk teams, ensuring they are empowered to deliver a first-class customer experience through reliable tools and efficient support. Beyond internal team management, you oversee the performance of critical vendors to ensure alignment with organizational goals and adherence to strict SLAs. Your role is critical in maintaining the stability, security, and scalability of the platform our customers use every day.
KEY RESPONSIBILITIES:
Internal Team Leadership & Strategy
+ Supervise and mentor the Technical Support Manager and Helpdesk Manager, setting clear goals and conducting regular performance reviews.
+ Partner with the CIO to develop and implement strategies for improving technical support processes and service delivery.
+ Conduct re...
As the Technical Operations Manager at Lula, you are responsible for the holistic success of IT service delivery. You will provide strategic leadership to the Technical Support and Helpdesk teams, ensuring they are empowered to deliver a first-class customer experience through reliable tools and efficient support. Beyond internal team management, you oversee the performance of critical vendors to ensure alignment with organizational goals and adherence to strict SLAs. Your role is critical in maintaining the stability, security, and scalability of the platform our customers use every day.
KEY RESPONSIBILITIES:
Internal Team Leadership & Strategy
+ Supervise and mentor the Technical Support Manager and Helpdesk Manager, setting clear goals and conducting regular performance reviews.
+ Partner with the CIO to develop and implement strategies for improving technical support processes and service delivery.
+ Conduct re...
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