Description

• Provide leadership and direction to highly skilled staff technicians
• Manage the relationships between Support, Sustaining Engineering, and customers
• Participate as a member of the support management team on operations decisions
• Define, monitor and maintain appropriate metrics to assure excellent customer response
• Work closely with Development and QA to ensure high priority customer product issues are resolved appropriately
• Work closely with Development and Product Management to drive Supportability requirements
• Develop, monitor, analyze and execute action plans based on top call drivers to improve product and service performance
• Coordinate with other Tier III managers to facilitate effective cross-site communications
• Provide effective and timely communication to support teams

Experience

• Demonstrated experience leading technical teams
• Friendly, approachable, positive attitude
• Excellent communications skills (written and verbal) at multiple levels (i.e. technical / management)
• Effective problem resolution
• Analytic orientation, with ability to see, define and pragmatically improve processes
• Ability to maintain professional poise under pressure
• Ability to act as a company representative on highest level escalations
• Ability to coach and mentor
• Ability to multi-task and prioritize
• Attention to detail
• Self-motivated
• Excellent organization skills
• Strong understanding of Microsoft / UNIX operating and file systems
• Degree in Computer Science or equivalent qualification
• Preferred: Knowledge of encryption technologies and concepts, Experience in IT providing or managing technical support and MSCE, CCNA, CISSP or similar industry-recognized certifications