Sr. Manager, Technical Support (Weston, FL)

LaBine & Associates - Fort Lauderdale, FL

Our client is hiring a Senior Manager of Technical Support.  This person will be responsible for the transformation of a front-line technical support organization for a large Software-as-a-Service provider. The technical support organization is a tier-2 organization behind a larger Customer Success organization that is responsible for functional support of a global customer base. Once a customer-reported issue is issue is determined to be technical by the Customer Success group it is escalated to the technical support organization. In addition, a second group, the Network Operations Center, is the first responders to technical issues reported by monitoring systems. The goal of this role is to lead both technical support teams while exploring how to transform the existing for better scalability, quality, response time, and class of service.

Preferred experience:

  • Previous customer/technical support work for a technology or SaaS provider.
  • Experiencing assessing and optimizing departments to best achieve the established business goals (org/process improvement).
  • Executive presence to convey key topics from line-level team members to the C-Suite.
  • Self-less, servant leadership style.
  • Have previous lead 30+ people teams.
  • Knowledge of modern IT systems, networks, and cloud.
  • Experience or understanding of network operations centers.
  • Global team management. 

 



Posted On: Thursday, January 30, 2020



Position Contact
Laura LaBine
Chief Talent Officer
(650) 393-3161
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