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Workload Lead - San Antonio, TX

Remote - Texas, United States 11/07/2019
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Workload Lead

San Antonio, TX

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Workload Lead/Senior Analyst on our Managed Services team in San Antonio, TX.

The Workload Lead will be responsible for maximizing the efficiency of the service delivery team. Monitoring real-time progress on tickets making adjustments to scheduling and assignment as needed to meet or exceed agreed performance agreements. Works closely with delivery partners, Dell internal resources and customer point of contact as needed for successful execution. Develops and provides real time status updates and periodic performance and efficiency reports to Dell leadership.

Key Responsibilities

  • Monitor all open tickets
  • Create and adjust schedules of Field Service delivery technicians as needed
  • Addresses escalated issues from Field Technician and customers as appropriate
  • Utilizes independent discretion and decision-making authority to assess and adjust schedules and assignments to meet or exceed agreed performance targets
  • Activities are diverse in nature and require independent judgment in determining the most appropriate course of action for the specific technical issue
  • Works autonomously in delivering installation services
  • Prepares documentation to record and track project status

Essential Requirements

  • 2+ years of related experience in a professional role with a Bachelor’s degree; or an advanced degree without experience; or equivalent experience

Effectively communicates both verbally and written to customers and internal partners

  • Manages difficult and escalated customer situations with a focus on building positive customer relationships
  • Understands internal service processes and able to articulate these to customers
  • Strong skills with business applications such as MS Excel and PowerPoint.

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.

If you’re ready to both champion and challenge world-class services on a global stage, this is your opportunity to develop with Dell.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

Job Family: Global-Services Remote Job ID: R045017
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