Technical Support Team Leader

Position:
Technical Support Team Leader
Job Description:
Our Story
We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specializes in distribution and value-added services relating to electronic components and computer products.
At Arrow ECS we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install and maintain customer's software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures, network traffic load balancers to name a few. Our customers can range from small businesses to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is fast, reliable, secure and most importantly works well for their needs.
Few Words About the Team:
Currently we are team of 15 engineers (spread across Morocco and the UK). Together with the team, you will report to our manager who you can meet in the office in Casablanca, Morocco. The entire EMEA Support Team at Arrow ECS is around 40 engineers.
Our team is working on a hybrid model: 3 days from the office and 2 days remote.
Principal Accountabilities• Manages and directs the Tech Services group by providing resources, training, and support needed for staff to service internal and external customers.• Manage and develop line staff, including providing direction, hiring, coaching and corrective action. Determine staff utilization, certification requirements.• Strategic planning for technical roles, as well as with existing and prospective customers/suppliers.• Process improvement/design and other duties as assigned.
Job Complexity• Coordinates and supervises the daily activities of business or technical support or production team• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager• Typically does not spend more than 20% of time performing the work supervised• Accountable for the results of a large and/or moderately complex support or production operations team including subordinate work leaders• Applies acquired expertise to analyze and solve problems without clear precedent• Provides input on resource planning and policy development• Coaches team members on performance, completes employee performance evaluations and recommends pay actions
Experience / Education
Typically requires 5-7 years of related experience with a 4 year degree; or 3 years and an advanced degree; or equivalent work experience.
PLEASE SUBMIT YOUR CV IN ENGLISH
What is in it For You?
For over 15 years we have trained our engineering team to be able to cope with interesting, complex and diverse technical issues from small companies to large enterprise corporations.
We believe in supporting new engineers in their training with industry recognized qualifications, as they prepare to work directly with our customers and develop their practical skills and experience in a range of technologies. Engineers are developed in all aspects of the role from customer services skills and specific vendor certifications. We will tailor your development and we will ensure that we hone your technical, customer service and professional skills.
Arrow is an equal opportunity employer. All applicants will be considered for employment without paying attention to race, colour, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status.
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Location:
MA-Casablanca, Morocco (Boulevard Al Quods)
Time Type:
Full time
Job Category:
Engineering and Technology