Sr. Manager, Technical Support

Sr. Manager, Technical Support

In this role, you will lead a group of Technical Support Engineers and oversee the daily operations of the team. You will provide guidance, coaching, recognition, motivation, and training to the team and are responsible for customer technical support and ensuring world-class delivery of solutions support. Contribute to the global strategy of growing and elevating Park Place Technologies’ Support Solutions capabilities.

 

Responsibilities:

• Create an environment which fosters teamwork, values diversity, and supports and respects all team and company staff members, internal and external customers, and vendors.
• Provide guidance, instruction, direction, and leadership to the team daily to achieve a key result or group of aligned results.
• Keep the team focused and on track for immediate tasks or projects.
• Serve as a mentor to those individuals on the team; guide and motivate them.
• Report support metrics on; a daily, weekly, and monthly basis to assist with achieving goals and objectives.
• Prepare the development, implementation, and execution of established metrics.
• Develop strong, interactive relationships with the sales organization and other strategic business units.
• Prepare an annual budget including scheduling expenditures, analyze variances, and initiate corrective actions.
• Participate in marketing campaigns and product launches attain metrics, quality control, and customer service goals.
• Develop and monitor quality assurance policies, procedures, and response technologies.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Provide ongoing performance and general feedback to direct reports.
• Provide daily coaching and guidance.
• Bi-Weekly 1-on-1 meetings with each direct report.
• Address employee time off requests and approve timecards (if applicable) weekly.
• Perform other duties as assigned.

 

Basic Qualifications:

• 8+ years’ experience in technical operations management.
• Experience in technical support management and data analysis.
• Demonstrated ability to leverage industry methodologies to manage team performance, case load, and all communications within support.
• Demonstrated ability to communicate with executive and senior leadership, field delivery organizations, and customers/vendors in an escalation ownership and management capacity.
• Demonstrated ability to lead a technical team while maintaining or improving their emotional intelligence.
• Demonstrated ability to work well with people and communicate effectively both internally and with customers/vendors.
• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.

 

Preferred Qualifications:

• Bachelor’s Degree.
• ITIL foundation or higher.
• Proficiency in Microsoft Excel, PowerPoint, and Power BI applications.
• Experience managing remote employees.

 

Travel:

• 15%