Technical Support Manager
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Job Description
Remote Technical Support Manager overseeing Tier 1 support engineers and guiding process improvements for HP. Collaborating with cross-functional teams and managing project parameters for a diverse range of technical processes.
Responsibilities:
- Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures.
- Defines the scope of work of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers.
- Provides services across standard, specialized, or complex systems, and may take on roles involving project leadership, management, sponsorship, or participation.
- Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse technical systems and processes.
- Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
- Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
- Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints.
- Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy.
- Performs talent management responsibilities including recruitment, performance management, coaching and career development.
Requirements:
- Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 7-10 years of job-related experience or 3-5 years of management experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
- ITIL Certifications.
Benefits:
- Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
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