Job Description
In this role you will lead a group of Technical Support Engineers and oversee the daily operations of team.
Working with the leadership team you will provide guidance, coaching, recognition, motivation, and training to team.
You will have responsibility for meeting business targets and ensuring world class delivery on support.
You will contribute to the global strategy of growing and elevating Park Place Technologies service delivery capabilities.
Responsibilities: Create an environment which fosters teamwork, values diversity and which supports and respects all team and company staff members, internal and external customers, and vendors.
Deliver team performance metrics, manage quality control, and attain customer service goals.
Provide guidance and leadership to the team daily for the purpose of achieving a key result or group of aligned results.
Reports business metrics on a daily, weekly, and monthly basis; achieve goals and objectives.
Analyze business performance to ensure continuous improvement of your team members.
Develop strong, interactive relationships with your peers and across strategic business units.
Align to Park Place Technologies business strategy.
Continually develop your professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
Provide ongoing performance and general feedback to direct reports.
Provide daily coaching and guidance.
Bi-weekly 1-on-1 meetings with each direct report.
Address employee time off requests and approve timecards (if applicable) weekly.
Other duties as assigned.
Basic Qualifications: Proven leadership experience in technical support or customer-facing roles.
Excellent verbal and written communication and presentation skills.
Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
Customer-focused and collaborative mindset with a passion for delivering exceptional service.
Problem-solving skills, with the ability to analyze data and business challenges.
Change management and business transformation leadership experience.
Ability to work independently and collaboratively within a team environment across cultures and time zones.
Preferred Qualifications: ITIL foundation or higher Microsoft Excel, Power Point and Power BI qualification or experience Additional Information This role will manage individuals in multiple geographies, candidates will ideally be based out of the Cork office, however candidates in NA will be considered if they are willing to complete the required hours of Mon to Fri 9 AM - 6 PM (UTC+1).
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