Hybrid Technical Support Service Manager

at Vodafone

• Job title: Technical Support Service Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, IoT
• Location requirements: Hybrid, Portugal

About the role

• Technical Support Service Manager enhancing service delivery for Vodafone's B2B segments. Leading a support team while collaborating with cross-functional teams for customer needs.

Responsibilities

• Enhance service delivery and operational efficiency for B2B segments (Tier 1);
• Manage exclusive and dedicated first-level support for enterprise customers;
• Lead a 24/7 support team to deliver high-quality customer support;
• Collaborate with product, pre-sales, sales, network operations, and engineering teams to support customer needs;
• Ensure team performance and adherence to support processes;
• Maintain effective communication with both internal and external stakeholders;
• Provide functional support management and in-depth troubleshooting to ensure optimal system performance;
• Respond to high-priority customer escalations, meet SLAs, and maintain strong customer relationships;
• Monitor service performance, generate reports, and continuously improve service quality and availability;
• Provide support, mentorship, and training to develop team members.

Requirements

• Degree in Engineering, Systems and Telecommunications, Informatics or Management Informatics;
• Minimum 5+ years of experience in a similar role;
• Knowledge of the telecommunications industry and Cisco technology;
• Excellent communication skills;
• Proven experience in team management;
• Advanced technical expertise in access networks, LAN, WAN technology, IoT, Cloud, Security Services, and incident management;
• Ability to handle high-pressure situations;
• Fluency in Portuguese and English.

Benefits

• Hybrid Work Model - Flexible hybrid work model with 8-10 in-office days per month, managed by team leaders;
• Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products;
• Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors;
• Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products;
• Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing, Skillsoft and Speexx);
• Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles.