Senior Manager, Enterprise Technical Support at BlackBerry Corporation in Sunrise Beach, MO
Overview The Senior Manager, Technical Support is responsible for the delivery of World Class customer experience to our global customer base in a 24x7x365 environment. You will be responsible for managing a team consisting of Analysts, Senior Analyst, and Principal Analysts to effectively resolve Support issues to the satisfaction of the customer. In addition, you are responsible for building strategic plans to support the organization mission, consistently achieve KPIs, collaborate with global teams, and encouraging growth and development for the team. Essential Responsibilities Supervise a team that delivers World Class customer experience and ensure we meet or exceed the organizations measures of success through established KPIs. Train and develop individual contributors on various tools, processes, and skill sets to further/accomplish team goals; provides guidance and feedback to other individual contributors as needed. Motivate individuals and team to exceed objectives through coaching, regular broadcast of results, and creative incentives. Stay up to date on the latest Blackberry products and services, industry best practices, and customer needs; attends applicable training, conferences, and learns new tools as needed. Work closely with management to implement plans; relay information regarding hardships and successes via verbal and/or written communication, including preparing and delivering presentations. Communicate the vision to subordinates, while maintaining oversight on the implementation and execution of processes, strategies, and changes. Make decisions on business matters and ensures achievement of objectives. Champion, and contribute, to strategies designed to improve customer empowerment and self-service. Learn and develop new skills quickly as needed. Protect BlackBerry operations by keeping information confidential. Essential Skills and Qualifications At least eight years minimum related experience directly leading a team of 10
support analysts. Expertise and additional related experience can be substituted for managerial experience. Proven experience successfully managing people to achieve performance goals with successful track record in Enterprise Technical Support. Must be able to thrive in a very metrics driven, rapidly evolving environment. Applies experienced social skills to lead by example, gain and maintain influence, and encourage others within the operational function(s) internally and with partners, customers, and others externally. Excellent communication skills, written and verbal. Experience in copy-editing, proofreading, and technical writing for long documents. Requires the ability to work independently with substantial latitude for action and decision while maintaining focus on achieving desired outcomes as part of a collaborative effort. Validated knowledge of collecting, analyzing, and interpreting data from multiple sources, detailing the results, and providing relevant analysis products. Experienced analytic writing and verbal communication skills with a proven history of briefing senior-level executives and external seniors within client organizations. Helpful but not essential Strong understanding of Cyber Security principles and best practices. Have a strong understanding of security operations including understanding how attackers operate. Enterprise SaaS support experience with consistent track record in successfully supporting endpoint or network security.
Salary Range:
$150K -- $200K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
support analysts. Expertise and additional related experience can be substituted for managerial experience. Proven experience successfully managing people to achieve performance goals with successful track record in Enterprise Technical Support. Must be able to thrive in a very metrics driven, rapidly evolving environment. Applies experienced social skills to lead by example, gain and maintain influence, and encourage others within the operational function(s) internally and with partners, customers, and others externally. Excellent communication skills, written and verbal. Experience in copy-editing, proofreading, and technical writing for long documents. Requires the ability to work independently with substantial latitude for action and decision while maintaining focus on achieving desired outcomes as part of a collaborative effort. Validated knowledge of collecting, analyzing, and interpreting data from multiple sources, detailing the results, and providing relevant analysis products. Experienced analytic writing and verbal communication skills with a proven history of briefing senior-level executives and external seniors within client organizations. Helpful but not essential Strong understanding of Cyber Security principles and best practices. Have a strong understanding of security operations including understanding how attackers operate. Enterprise SaaS support experience with consistent track record in successfully supporting endpoint or network security.
Salary Range:
$150K -- $200K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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