About this role
- Amsterdam, Nederland - Team Manager Remote Hands About our client Our client is an international provider of IT infrastructure, cloud services and data center solutions, supporting businesses worldwide with reliable, scalable and high-performance infrastructure. The organization operates in a demanding, technology-driven environment where service availability, operational excellence and customer satisfaction are essential. Its data center teams ensure that customers receive reliable support and that incidents and service requests are handled efficiently around the clock. You will join an international and multicultural organization where collaboration, technical expertise and continuous improvement play an important role in delivering high-quality services to customers.
About the role As Team Manager Remote Hands, you will be responsible for the performance, development and daily operations of a shift-based team providing on-site support within a data center environment. The Remote Hands team is often the first point of contact for incidents and service requests from colocation customers. Operating around the clock in rotating shifts, the team carries out physical tasks on customer equipment, supports customer access to the data center, troubleshoots operational issues and coordinates escalations when required.
You will ensure that the team operates efficiently, consistently meets service level agreements (SLAs) and delivers a high standard of customer service. In addition to managing day-to-day operations, you will coach and develop team members, monitor performance against operational targets and continuously improve processes, documentation and ways of working. Working closely with other teams and departments, you will help ensure smooth operational handovers, effective incident management and reliable support for customers at all times.
Key responsibilities - Lead daily operations: Oversee the team's daily activitie...