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Technical Support Manager

Company: Dell
Location: Round Rock
Posted on: May 3, 2021

Job Description:

Technical Support Manager

At Dell Technologies, world-class service doesnt end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If theres an issue with a customers product, well analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Technical Support Manager on our Product Services team in Utah, North Carolina, Round Rock, Oklahoma, or Massachusetts to do the best work of your career and make a profound social impact.

What youll achieve
As a Technical Support Manager, you will lead and manage a team of technical experts to provide quality support to external customers on Storage products , maximizing operational results in terms of performance standards and metrics to provide the best experience for our clients. You will d evelop and deliver key initiatives to improve business processes and customer service delivery; may recommend new approaches to providing support, as well as assist with short and long term planning and strategy for assigned area(s).

You will:
Provide mentoring and leadership to team members
Coordinate queue metrics to ensure customer service goals are met
Interact with Dell Enterprise Customers when necessary to provide an outstanding experience
Deliver technical support expertise in a complex information infrastructure environment

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Heres what we are looking for with this role:

Essential Requirements
8 to 12 years of relevant experience with at least 2 years in a management or leadership function
Excellent leadership and mentoring abilities
Ability to multitask management and escalations of critical issues simultaneously
Capability to foster teamwork within a collaborative culture
Strong presentation skills and experience presenting to various levels of management

Desirable Requirements
Bachelor's degree
Project management experience
Experience working in a project-based environment, both regionally and globally

Heres our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. Were proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

Whats most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didnt stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of whats next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here .

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. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here .

Keywords: Dell, Round Rock , Technical Support Manager, Other , Round Rock, Texas

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