Manages Tier 1 Technical Support Engineers. May include Senior Technical Support Engineers.
Manager fundamentals: Includes regular one to one meetings, career development discussions, identifying training needs, coaching, providing developmental feedback, writing annual performance reviews, analyzing team performance, rewards and recognition, and information sharing across teams.
Operationally manages service levels, queue and team metrics, escalation requests, schedules and customer satisfaction results. Main focus is Service Delivery.
Manages employees of similar functional responsibility. Often work requires management collaboration and information sharing spanning multiple peer teams. Requires operational knowledge of functional areas, business process and resource management. Role often includes various projects and operational analysis to improve business process.
Our fundamental task is the availability and timely handling of customer support requests while earning our customers, employees and partners trust. Associate Managers help drive the organization to succeed in business results, break down barriers between teams while reducing customer effort and frustration in doing business with our organization.
Typically reports to a Sr. Manager or Director. Provides direct supervision to exempt employees and/or skilled, nonexempt employees (i.e., technicians, support personnel). Works with peer managers regionally and/or globally as required to meet business objectives, manage customers and drive daily operations. Generally supervises 8+ direct or indirect reports.
Regularly interacts with peer functional team. Frequent interactions with external customers, managing customer experience, escalations and customer satisfaction survey follow up.
BS/BA degree, Certified Support Manager or equivalent related experience
6+ years of professional experience in consulting, customer support, or related experience in leading or managing teams.
0-4+ years of direct management experience.