Team Lead, Support Operations

Experience Level MID\_SENIOR\_LEVEL

Description & Requirements

The Team Lead, Support Operations supervise a team providing application and technical support to customers, answering complex questions on function and usage of the LN and M3 Cloud suite products via the telephone and/or remote connections. In addition to personally supporting customers on reported issues. The role is expected to be 50% team management and 50% product support.

A Day in The Life Typically Includes:

· Provides direction, supervision, coaching, training, and leadership to team to ensure operational effectiveness and continuous development of staff.
· Ensure staff meets/exceeds defined measurements, customer satisfaction and objectives (KPIs) with regard to responsiveness, incident closures, incident backlog, knowledge base content and resolution.
· Monitors call volume and call response time balancing analyst’s workload.
· Ensure that the goals and objectives of the team are achieved with maximum efficiency in support of the company strategic plan and global support and quality procedural standards.
· Promotes and maintains a high quality, professional, service-oriented company image among customers.
· Responsible for managing escalated issues and collaborating with other departments, as necessary to expedite resolution.
· Establishes and organizes work schedules including vacations and holidays to ensure adequate coverage.
· Provides input/recommendations on performance reviews, hiring decisions, discipline, training, staff recognition and development initiatives.
· Acts as backup to the Manager, Support Operations as required.
· In addition to developing skills on the application software and providing application support to customer reported Issues.

What You Will Need:

Basic Qualifications:

Requires 3 years basic business/industry experience or more. We are interested in applicants who understand how business operates and about critical business functions. Excellent customer focus and communication skills. Demonstrable analytical and problem-solving skills. Experience supervising/leading teams or mentoring other team members to achieve performance and growth of the team. Knowledge of ERP systems. Interest and aptitude for technology.
Preferred Qualifications:
Knowledge of Distribution or Manufacturing Industries preferred. Bonus point for French language or other European language. Bachelor's degree in business or computer science or has experience in functional area.

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit

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At Infor, we strive for an environment that is founded on a business philosophy called ™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
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