Team Manager

We are looking for a committed and skilled **Team Manager** to lead our Google GCP Support team.

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

RESPONSIBILITIES
- Oversee and support help desk technicians to promptly respond to inbound calls and tickets
- Own support issues and involve the required internal or external expertise
- Resolve escalations with outstanding customer communication skills
- Recognize support trends and modify processes accordingly for ongoing enhancement
- Supervise ticket handling to ensure quality control and adherence to service-level agreements
- Guide career development, planning, and performance evaluations for the team
- Enhance the team’s leadership skills and administer personnel performance
- Schedule teamwork, arrange staff meetings, and handle process documentation
- Maintain team adherence to all policies, procedures, and regulations
- Formulate operating policies and set standards for operational excellence
- Independently lead teams and daily operations with a proactive and flexible approach

**REQUIREMENTS**:

- 10+ years of experience in Developer, Sysadmin, or DevOps roles managing complex environments
- Background in managing multiple IT service clients and leading teams of over 25 people
- Proficiency in customer, escalation, and contract management
- Skills in building team environments and excellent problem-solving abilities
- ITIL Foundation certification (v3 or higher)
- Capability to oversee support engineers, ensuring timely and efficient responses to inbound queries
- Creativity and a mature proactive approach with a focus on continuous improvement
- Detail-oriented with competency in investigating escalated incidents and adapting to new skills
- Ability to create clear, high-quality deliverables and manage delivery complexities
- Expertise in resource management and developing realistic mid and long-term roles
- Skills in managing constant changes and deploying new services efficiently

NICE TO HAVE
- Qualifications in Cloud Providers support such as AWS, Google Cloud Platform, or Azure
- Background in mentoring and team-building
- Familiarity with Service Desk documentation design standards and Scrum methodology principles

WE OFFER
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more