Technical Operations Manager

About this role

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OVERALL PURPOSE


As the Technical Operations Manager at Lula, you are responsible for the holistic success of IT service delivery. You will provide strategic leadership to the Technical Support and Helpdesk teams, ensuring they are empowered to deliver a first-class customer experience through reliable tools and efficient support. Beyond internal team management, you oversee the performance of critical vendors to ensure alignment with organizational goals and adherence to strict SLAs. Your role is critical in maintaining the stability, security, and scalability of the platform our customers use every day.


Key Responsibilities
Internal Team Leadership & Strategy

• Supervise and mentor the Technical Support Manager and Helpdesk Manager, setting clear goals and conducting regular performance reviews.
• Partner with the CIO to develop and implement strategies for improving technical support processes and service delivery.
• Conduct regular training sessions to keep team leaders up-to-date with product knowledge, leadership practices, and technical skills.
• Ensure teams are properly equipped with the tools and information necessary to provide prompt and effective responses to inquiries.

Service Management (ITSM) Oversight

• Oversee the full lifecycle of incident, problem, and change management to minimize business disruption.
• Act as the ultimate escalation point for complex cases and major incidents, leading resolution efforts and root...