Enterprise Technical Support Manager 2
Here at Dell, a member of the Dell Technologies family of brands, there are endless challenges and rewards. Opportunities across the globe.
A team fueled by collaboration. A culture that fosters innovation and values a diverse and inclusive workplace. We’re made up of strong, smart people dedicated to doing their best work and driving success for our customers.
We are looking for an enthusiastic professional that can inspire others to achieve their highest level in every interaction.
You’re obsessed over the customer experience and are a role model and leader who advocates for their team. You’re invested in your work relationships and hold yourself and your team to a high standard of accountability.
You’re naturally curious and gravitate towards tools and resources that enrich your team and the customer experience.
Excellent leadership and mentoring abilities;
Understanding of IT solutions such as SAN, NAS, Networking and Virtualization as related to team development and training requirements;
Must possess a strong ability to multitask simultaneous management and team escalations.
Strong presentation skills are required, as this position will closely interact with the TAM, sales team, customers, and various levels of management.
5 to 10 years’ experience managing or supporting in the IT industry with relevant certifications and degrees
Strong ability to foster teamwork within a collaborative culture
Manage a team of highly technical support engineers and subject matter experts
Staff Management and Leadership
Interact with Dell Enterprise Customers when necessary to provide exceptional Customer Experience
Daily : Provide guidance and leadership to direct reports
Daily Weekly : Monitor queue metrics to ensure the following Customer Service Delivery goals are met :
Case / Incident Ownership
Daily Weekly : Proactively work with direct reports in improving areas of concern
Daily Weekly : Manage escalations within the group