Service Operations Team Leader

Aristocrat , Posted yesterday

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Middle

Full time

Negotiable

Sofia

Key Responsibilities:

Team Leadership & Management
- Lead, mentor, and develop a team of Technical Support Engineers
- Monitor team performance, set objectives, and conduct regular evaluations and coaching
- Foster a culture of accountability, collaboration, and continuous improvement
Operational Oversight
- Ensure compliance with SLA commitments and maintain high standards of service delivery
- Oversee incident lifecycle: prioritization, assignment, tracking, and timely resolution
- Manage critical escalations and coordinate 24/7 on-call coverage
Customer & Stakeholder Communication
- Facilitate effective multi-channel communication (chat, email, phone, ticketing system)
- Act as an escalation point for complex or high-impact customer issues
- Provide transparency to internal stakeholders and clients on incident status and resolution plans
Cross-Functional Collaboration
- Liaise with R&D, DevOps, IT, and Product teams to resolve complex issues
- Advocate for customer needs and feedback in internal discussions
Process & Knowledge Management
- Develop and implement support processes and best practices
- Review and contribute to the creation and maintenance of knowledge base content
- Drive initiatives for operational efficiency and team scalability

What We're Looking For

Requirements:

Proven experience leading technical support or service operations teams – Must
Excellent verbal and written communication skills in English – Must
Availability for 24/7 escalations during critical incidents – Must
Bachelor's degree in Computer Science / Software Engineering (or similar) – An advantage
Strong analytical, troubleshooting, and decision-making skills
Technical background with a solid understanding of web technologies, client/server applications, and common debugging tools
Hands-on experience with support tools and platforms (ticketing systems, monitoring/logging tools, etc.)
Ability to handle high-pressure situations, multitask, and manage priorities effectively

Travel Expectations

None

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.

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