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Sr Manager, Tech Support - Recoverpoint

Job ID 189181BR Date posted 09/13/2017
Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
Job Family Summary
Oversees the support of customers encountering highly technical problems utilizing IT hardware, software, servers, networking, storage and cloud. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat or online. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity and/or customer satisfaction data.

Principal Responsibilities
Manages second-level and/or first-level leaders; may directly manage individual contributor subject matter experts
Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad integration and product knowledge
Leads or acts as a significant contributor to leadership in the development of key initiatives that provide high-level results to improve business processes and customer service delivery
Assumes lead role within a major project and is responsible for determining project approach, decision on operating procedure, analytical approaches and work flow
Provides significant support in enhancing existing systems and system software products and facilitating the definition of solutions to meet business requirements, client training, design reviews and executive briefings
Applies broad technical expertise across multiple disciplines coupled with an understanding of business and management principles

Advanced leadership and team building skills
Advanced project management skills
Comprehensive knowledge of product lines, technical knowledge
Extensive customer service skills
Advanced in developing and leading a team to deliver key business results

Technical roles require:
Advanced ITIL foundation
Strong budget/financials experience
Strong capacity/resource planning
Strong ability to work with global teams

Typically 12+ years of relevant experience or equivalent combination of education and work experience
Typically requires at least 4+ years managerial/leadership experience

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

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