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Technical Support Service Manager

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Vodafone

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Location:
Portugal , Lisboa

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Job Responsibility:

  • Enhance service delivery and operational efficiency for B2B segments (Tier 1)
  • Manage exclusive and dedicated first-level support for enterprise customers
  • Lead a 24/7 support team to deliver high-quality customer support
  • Collaborate with product, pre-sales, sales, network operations, and engineering teams to support customer needs
  • Ensure team performance and adherence to support processes
  • Maintain effective communication with both internal and external stakeholders, especially with the VBU delivery team regarding the handover to support process, requiring a deep understanding of the complex solutions implemented on this type of customers
  • Provide functional support management and in-depth troubleshooting to ensure optimal system performance
  • Respond to high-priority customer escalations, meet SLAs, and maintain strong customer relationships
  • Monitor service performance, generate reports, and continuously improve service quality and availability
  • Provide support, mentorship, and training to develop team members

Requirements:

  • Degree in Engineering, Systems and Telecommunications, Informatics or Management Informatics
  • Minimum 5+ years of experience in a similar role
  • Knowledge of the telecommunications industry and Cisco technology
  • Excellent communication skills
  • Proven experience in team management
  • Advanced technical expertise in access networks, LAN, WAN technology, IoT, Cloud, Security Services, and incident management
  • Ability to handle high-pressure situations
  • Fluency in Portuguese and English
What we offer:
  • Hybrid Work Model - Flexible hybrid work model with 8-10 in-office days per month, managed by team leaders
  • Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products
  • Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors
  • Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products
  • Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing, Skillsoft and Speexx)
  • Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles

Additional Information:

Job Posted:
February 21, 2026

Work Type:
Hybrid work
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