24 Feb
Sr. Manager Technical Support Tier 2
California, Sanfrancisco , 94101 Sanfrancisco USA

Vacancy expired!

Planet Technology's direct end-user client is looking for a Sr. Manager of Technical Support Tier 2.This is a Direct Hire FTE position, would prefer the candidate to be onsite in San Francisco. Salary range 130-200K.

Position: Sr. Mgr, Tech Support (Tier 2) They will be responsible for managing a Tier 2 Technical Support team which is made up of highly skilled and professional Technical Support Engineers delivering direct customer support and assisting Tier 1 support teams. They will be responsible for directly monitoring, reporting, and driving improvements in team-level metrics and KPI’s, keeping up with new products and ongoing training and developing processes. They will need to work cross-functionally with Product Management, Engineering, Sales, Operations, and Marketing on a weekly basis. This team is about 12 people, managing 15 tickets/day. They are more technical in nature and solving more complex issues. They are well rounded in both software, networking and hardware issues. Team is aligned to product specialty groups Focused on resolution time rather than the first contact Gather product customer and product insights to report back Drive enablement for tier 2 team Thinking strategically and problem solvers to improve the whole org

Day to day: Directly manage a team of highly motivated Technical Support Engineers Be accountable for the performance of multiple support channels ensuring proper coverage of queues and productivity of the team. Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s and working efficiently. Partners with Senior Leadership to establish goals and objectives around customer satisfaction, organization efficiency, and employee engagement. Produce reporting that demonstrates team effectiveness to support team, other departments, and Senior Leadership Reviews reports and operations to analyze the success of the operation and propose and execute approved initiatives Successfully manage onboarding and continuous education for members of the team Mentor new hires as the organization grows quickly Develop and support career paths within the Support team and throughout the organization

Must haves: B.A./B.S. required, preferably in a technical or quantitative field (engineering, applied math, etc.) 5+ years of leadership experience in technical support - this team is more technical (take a look at tech skills below, should have a good overall tech background in those areas) Experience with vendor mgmt/outsource partners (open to bring in relationships) Experience managing remote employees (a good portion of team is remote) Experience managing managers and supervisors Experience using data analytics to make decisions Experience working with all types/sizes of customers and able to represent the team internally and externally to senior management and executives. Ability to balance and go between strategic projects and initiatives, and tactical day to day management of a team (including actively coaching on case handling, monitoring of queues & schedules) Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures. Experience in call center environment background (examples: handle time, setting up IBRS)

Planet Technology Company Description Planet121 is an internationally recognized IT Consulting Services firm established in 2003 with a specialty in SAP, Cloud Solutions & Big Data. We understand the marketplace and pride ourselves on serving IT candidates as individuals, not commodities. We recognize a candidate’s personalized skills and can match them with both direct end clients and select consulting partners.

Additional InformationIf you are interested, please respond to this ad with an updated resume and a summary of your skills. We look forward to hearing from you soon.All your information will be kept confidential according to EEO guidelines.

Vacancy expired!


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