Manager, Technical Support in San Antonio, TX

$150K - $200K(Ladders Estimates)

Rackspace   •  

San Antonio, TX 78201

Industry: Information Technology


5 - 7 years

Posted 43 days ago


Manager-Technical Support-Service Deliver!

Overview—In general:

The Manager-Technical Support in the Rackspace Service Delivery area is responsible for ensuring Rackspace customers receive timely, expert solutions to operational problems as well as long-term enhancement to Rackspace products and services. The Manager reviews work assignments among the assigned team, ensuring proper coverage and adequate trained headcount to meet Rackspace Fanatical Customer Experience targets.

The Manager-Technical Support participates in meetings and planning sessions with peers and all levels of RS Senior/Executive leadership across the Rackspace ecosphere looking at mid- and long-term requirements for technology, training, soft skills, and environmental concerns. The incumbent works with other Rackspace business units in matrixed formal and ad-hoc teams to achieve ELT-outlined goals and objectives, exercising sound technical and business knowledge in a creative, controlled risk-taking ethos.

The Manager-Technical Support is measured on team productivity goal achievement, accomplishing Rackspace-oriented personal goals set in conjunction with the Manager's immediate superior.

The Manager-Technical Support-Service Delivery will demonstrate significant accomplishments in these areas, among others:

  • Business acumen in these areas:
  • Team management and leadership.
  • Technical knowledge including competence in a minimum of two of the four cloud platforms and one of the two major OS stacks.
  • Strong analytical competence-must be able to justify and prove the RS value proposition as the premier Cloud MSP provider.
  • Strong client-facing skills-both internal and external presentation and training skills.
  • Strong subordinate development skills—this is essential in the Rackspace culture fabric.
  • Ability to operate in a rapidly growing organization; understanding that priorities can and do shift and resources may have to be redeployed as priorities change.

A successful candidate must the following attributes, in addition to the items cited above:

  • Relevant Bachelor-level degree, relevant MS is a plus.
  • 5-8 years' Hosting or Service Delivery management experience.
  • Current certifications in at least one MAJOR Cloud platform and one OS; additional applicable certifications in relevant technologies (cloud platforms, OS, ITIL, SDLC) are a plus.
  • Project lead or Project Management experience, PMP is a plus.

#LI-BW1 About Rackspace

We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world's best technology services company.

More on Rackspace

Rackers aren't all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

Valid Through: 2019-10-28