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Job Title

Female TAC Manager

Department

Technical Assistance Centre

Level

Junior

Location

Amman, Jordan

Role Description

The junior “TAC Manager” is responsible for managing all the tasks of the department and its personnel. This position impacts the employees’ skills, knowledge, and attitudes toward the department.

Required Skills

Role responsibilities would involve leading a team of customer support engineers and guaranteeing timely service responses and issue resolutions. Handling escalations and bridging the gap between technical and business aspects would be a primary duty. Your coaching and motivational abilities will be key to nurturing top talents within the team. We also need someone who can oversee workload distribution, stay up-to-date with industry trends, and conduct coaching sessions for TS engineers. In this role, you’d be responsible for a team of 15 to 20 CSEs, providing guidance for goal achievement at all levels. Last but not least, we need someone with experience as a team leader.

Qualifications & Certificates

  • B.Sc. or B.A. in IT or management fields
  • 6+ years of previous management experience OR 4+ years of TAC experience with G6 or G7 1.5+ years as a team lead.

Skills:

 

  • Drive for results
  • Acting as an escalation point for customers and senior Estarta management on customers’ behalf
  • Problem solving and critical thinking
  • Teamwork and partnership
  • General networking knowledge is preferable
  • Proven excellent managerial skills
  • Excellent communication skills
  • Time management skills

 

Training/Certifications:

 

  • Strategic planning: SWOT analysis, the organization’s process of defining its strategy, shared vision, values, or direction, and making decisions
  • Working together: sharing the responsibility to ensure the success of Estarta, teamwork, and the importance of each staff member for the companies to achieve the objectives and achievements
  • Leadership: understanding team nature, how they work and create team balance; leadership in management; how to deal with leaders, their characteristics; and leaders performance and motivations
  • DISK Analysis
  • Communication Barriers
  • Team-building
  • Creating Change and Motivation

 

Skills Required for promotion to the Next Level (Senior TAC Manager) position:

 

  • Full proficiency in the English language
  • Leadership and coaching skills
  • Strategic thinking
  • Acting as an escalation point for customers and senior Estarta management on customers’ behalf
  • Communicating and influencing effectively
  • Crisis management
  • Initiative taking
  • Multi-tasking skills
  • Teamwork and partnership
  • Ability to formulate and deliver highly complex presentations