Technical Support Service Manager - Lisbon

Apenas para membros registrados Lisbon, Portugal

há 1 dia

Tempo integral

Join Us · At Vodafone, we're not just shaping the future of connectivity for our customers – we're shaping the future for everyone who joins our team. When you work with us, you're part of a global mission to connect people, solve complex challenges, and create a sustainable and ...

Descrição do trabalho

Join Us

At Vodafone, we're not just shaping the future of connectivity for our customers – we're shaping the future for everyone who joins our team. When you work with us, you're part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you'll do

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, especially with the VBU delivery team regarding the handover to support process, requiring a deep understanding of the complex solutions implemented on this type of customers;
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.

Who you are

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.

Not a perfect fit?

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

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.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to for guidance.

Together we can.