Technical Support Team Leaders at TEK Experts

By | January 20, 2020

Tek Experts is looking for Technical Support Team Leaders

We’re growing rapidly. Would you like to join us?


Are you looking for a rapidly growing company to take your career to the next level? Do you have a passion for delivering best-in-class IT support directly to consumers? Does the opportunity to work across a range of market-leading technologies including Cloud, Security, Database, ERP and CRM systems interest you? Keen to develop your knowledge with an extensive range of training programs? Then this could be the role for you…


With offices in 7 locations around the world including Vietnam, China, Bulgaria, Nigeria, Costa Rica, and Colorado Springs USA, this is your opportunity to join an international team of IT experts.


What do we do?


Tek Experts is a leading global provider of technical support and consulting services on behalf of the world’s largest IT companies. With 7,000 employees across six global offices, we’ve built a reputation for deep technical expertise and exceptional customer experiences. We operate a 24/7/365 service across borders, languages and time zones. Part of the YNV Group of companies, we’re a modern and fast-growing business with big plans for the future, and big opportunities for you.


What we are looking for


We’re looking for dynamic, passionate and talented Technical Support Team Leaders to join our team in Kigali. With a background in IT support or development, extensive customer experience, experience leading a team in a supportive environment and a passion for technology, you will be making sure that the quality of our customer’s experience is kept at the highest levels.


You will build and manage an end-to-end service operations team of 20-30 passionate professionals, making sure your team is engaged, focused on the customer and are developing their technical abilities as you develop both your technical and leadership skills.


Your success will be driven by your passion for making sure our customers are fully satisfied with our high levels of service, and your drive to continue both you and your team learning journey’s in our technologies.


You will be the owner of your future, building your skills and working in a fast-paced and fun environment while delivering exceptional customer support 24/7, worldwide, for a leading global tech company.



    • Manage team to deliver exceptional customer service across technical service lines
    • Training and coaching team members to support their personal development
    • Act as a primary escalation point for operational issues in the team
    • Supports the team to ensure Tek Experts meets the goals and expectations of our customers
    • Provides accurate and timely communication to all applicable parties on any customer support issue
    • Attends regular operational and business review meetings
    • Monitors specific KPIs to ensure the proper delivery of the business
    • Participates in reviewing processes and workflow to diagnose areas for improvement
    • Builds and sends updated reports to the management team (site manager, global operations manager, office manager, etc) as required
    • Serves as a contact point for customer’s delivery management
    • Handle, monitor, coordinate and manage all escalated cases
    • Proactively proposes improvement plans where gaps are noticed

Skills and competencies        

    • Demonstrable experience leading a support team of at least 20 team members
    • Strong organizational, planning, leadership and management skills with a confident and professional manner
    • Strong English communication skills with excellent presentation skills
    • Excellent soft skills, including conflict resolution, influence and negotiation skills
    • Critical thinker and ability to make decisions
    • Ability to work under pressure in a highly targeted environment
    • Committed to self-development and the development of others
    • Passion for technology and learning

In return, we offer you

Stable job and career development opportunities to meet your full potential

    • Opportunity to grow with us both locally and globally
    • Technical/Management training and certification programs
    • Continuous support and learning opportunities
    • Opportunity to work across a broad range of technical areas and projects
    • Attractive salary and additional incentives
    • Positive international working environment and knowledge sharing practice
    • Great office at a top location
    • Team activities, (memorable) team-building events and parties

But most importantly, we offer a great company culture with wonderful colleagues to learn from and collaborate with.

This is your opportunity to join a dynamic and fast-growing global tech company and develop your career!

We’re looking forward to meeting our new Technical Support Team Leaders. Will it be you?


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