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Technical Support Manager WaveLink
THIS JOB HAS EXPIRED
Company Summary: We work in partnership with our customers to reduce IT complexity, protect and manage assets and enable IT organizations to provide a high level of service to their business. Our employees and partners strive to be the most proactive in the industry as we implement our customer focus strategy. That customer focus strategy is driven by the following core values: innovation, accountability, teamwork and trust. Thousands of customers worldwide actively use our proven solutions for systems lifecycle management, endpoint security management, and IT service management. LANDesk products are built upon our open Management Automation Platform, and research firms like Gartner and Forrester consistently rank LANDesk as an industry leader.
Position Summary:
The Technical Support Manager staffs, develops, and manages a team of technical support engineers. The Customer Support team is responsible for ensuring LANDesk customers receive maximum value from their investment in our products by providing them with expert technical assistance and best practices guidance. The Manager acts as LANDesk's ambassador and liaison to the customer and as the customer's representative within LANDesk. The Manager is also responsible for continuously improving business processes within the Customer Support team. This position reports to the Director of Customer Support.
RESPONSIBILITIES/DUTIES:
Responsible for the management, mentoring and development of employees on the team
Accountable for operational results of team in terms of performance standards/metrics, customer satisfaction, and expenses
Nurtures customer's relationship with LANDesk to maximize customer ROI and retain accounts
Helps ensure correlation between customer needs and LANDesk services and products
Analyzes high level customer problems with respect to technical, business, and operational areas of customer service and has responsibility for recommending improvements relating to these issues
Drives the administration and execution of customer support programs, projects, and processes
Presents key business issues to management team to provide and obtain information and to build consensus regarding projects and direction
Help maintain Technical Support as a differentiator that LANDesk can leverage to win and retain accounts by ensuring the team delivers responsive, reliable and professional support
Serve as a liaison between the support team and the Sales organization, bringing focus to critical customer situations, driving them towards resolution and keeping all stakeholders updated with status
Coordinates activities with personnel from Sales, Engineering, Customer Service, Professional Services, and Product Management to ensure all customer needs are met
May perform other job duties as directed by Employee's Leaders
QUALIFICATIONS:
Required Skills and Experience:
6+ years of work experience in a technical position, preferably providing technical support
At least 1 year of work experience in a leadership position
Excellent interpersonal and communications skills ? both with internal project teams and customer stakeholders
Excellent time management, decision making, prioritization and organization skills
Proven ability to mentor and influence others
Experience contributing to business process improvement
Strong organizational skills with ability to handle various tasks; attention to detail
Must be able to work well with others as part of a team
Demonstrated Project Management ability
Preferred Qualifications:
Proven ability to build and develop teams for sustainable performance
Knowledge of LANDesk solutions: Systems, Security, Service, Process
Education/Licensing/Certification:
BS / BA Degree in business, information systems or related field and / or equivalent work experience
Travel:
Less than 10%
| Location: | South Jordan, UT United States |
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THIS JOB HAS EXPIRED
WaveLink
All Jobs: at WaveLink| Web Site: | www.wavelink.com |
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| Headquarters: | 6985 Union Park Avenue Suite 335 Midvale, UT 84047 United States |
| Industry: | Software |
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