Responsibilities

• Manages the daily work activities of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers.

• Supervises lower-level supervisors and highly skilled, non-exempt employees, prioritizing projects, ensuring goal achievement, and providing coaching and feedback for skill development.

• Directs and guides departmental teams, participates in cross-department initiatives, and serves as an escalation point for subordinate employees and supervisors.

• Ensures prioritization and effective assignment of day-to-day activities to the functional team, thereby ensuring tasks are completed within the defined timelines.

• Delivers services encompassing standard, specialized, or complex systems, maintaining a predominantly tactical role.

• Ensures operational excellence by closely monitoring critical performance metrics, guaranteeing team objectives and contractual commitments are achieved.

• Addresses and monitors routine escalations, taking appropriate actions to resolve issues as required.

• Identifies opportunities for process improvement and policy development, also actively engaging in their design and implementation.

• Supports development of short-term and long-term functional strategies and plans that align with the organization's overall goals and objectives.

• Ensures that proper tools are in place to support the team and key operational processes.

Education & Experience Recommended

• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications

• ITIL Certifications

Knowledge & Skills

• Amazon Web Services

• Automation

• Computer Science

• Customer Relationship Management

• Customer Support

• Debugging

• Java (Programming Language)

• Linux

• Operating Systems

• Product Support

• Python (Programming Language)

• Root Cause Analysis

• Scripting

• Software As A Service (SaaS)

• SQL (Programming Language)

• TCP/IP

• Technical Services

• Technical Support

• Unix

• Workflow Management

Cross-Org Skills

• Customer Centricity

• Prioritization

• Resilience

• Team Management

• Strategic Thinking