Service Desk Technical Support Manager

Descripción de empleo<br />Listing Info<br /><br />Service Desk Tecnical Support Manager<br /><br />Job Description<br /><br />Oversees the support of customers encountering problems using the company's products. 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.<br />Directs the efforts of others in the achievement of the strategic and operational objectives of the group.<br />Manages the hiring, staffing and maintaining of a diverse and effective workforce. <br />Responsible for career development/planning, performance and pay discussions of team members. <br />Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction. <br />Responsible for achieving target customer satisfaction levels within the technical support organization. <br />Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization. <br />Assists in the development and implementation of strategic plans, initiatives, and direction. <br />Works with customers and internal teams to resolve issues. <br />Resolves customer escalations as appropriate. <br />Scope & Service<br /><br />Accountable for the day-to-day operations of an area managing processes, programs and/or initiatives.<br />Manages a staff of professional level team members or manages a team through lower-level supervisors.<br />Defines roles and responsibilities.<br />Contributes to standards around which others will operate.<br />Establishes and influences operating policies.<br />Plans for an area’s future<br />needs and operations.<br />? Leads program execution.<br />? Contributes to policy/ program development.<br />? Impacts aspects of department or function results.<br />? Manages related costs and methods.<br /><br />Leadership<br /><br />Sets project timeframes and priorities based on project objectives and ongoing assignments.<br />? Provides guidance and technical advice and becomes actively involved as required.<br />? Adapts communication techniques for audiences at multiple internal/external levels.<br />Counsels and motivates team members on performance.<br />Frequent contact with<br />internal and external contacts at various management levels to obtain and allocate resources and complete specific phases of projects.<br />Builds cross-functional partnerships.<br />Identifies business opportunities.<br />? Assumes responsibility for sales<br />objectives.<br /><br />Studies and Skills<br /><br />IT Bachelor degree or equivalent<br /><br />Fluent in English<br /><br />At least 2 years of experience in IT related field, Service Desk, End user support or related fields<br /><br />Self driven<br /><br />Operational Task expected<br />Directs the efforts of others in the achievement of the strategic and operational objectives of the group.<br />? Manages the hiring, staffing and maintaining of a diverse and effective workforce.<br /><br />? Responsible for career development/planning, performance and pay discussions of team members.<br /><br />? Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.<br /><br />? Responsible for achieving target customer satisfaction levels within the technical support organization.<br /><br />? Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.<br /><br />? Assists in the development and implementation of strategic plans, initiatives, and direction.<br /><br />? Works with customers and internal teams to resolve issues.<br /><br />? Resolves customer escalations as appropriate.<br /><br />Life at Dell<br /><br />Learn about Dell culture, the interviewing process and benefits offered in your location: Life at Dell<br /><br />Job<br /><br />Product Services - Technical Support Manager<br /><br />Primary Location<br /><br />Latin America-MX-JAL-Guadalajara<br /><br />Shift<br /><br />Day Job<br /><br />Job Level<br /><br />Manager