Senior Team Manager

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**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 moreEPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.