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Technical Support Manager 2

Eldorado do Sul, Brazil

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Job ID R21836 Date posted Feb. 26, 2019

Here at Dell, a member of the Dell Technologies family of brands, there are endless challenges and rewards. Opportunities across the globe. A team fueled by collaboration. A culture that fosters innovation and values a diverse and inclusive workplace. We’re made up of strong, smart people dedicated to doing their best work and driving success for our customers.

We are looking for an enthusiastic professional that can inspire others to achieve their highest level in every interaction. You’re obsessed over the customer experience and are a role model and leader who advocates for their team. You’re invested in your work relationships and hold yourself and your team to a high standard of accountability. You’re naturally curious and gravitate towards tools and resources that enrich your team and the customer experience.

Key Qualifications

  • Excellent leadership and mentoring abilities;
  • Understanding of IT solutions such as SAN, NAS, Networking and Virtualization as related to team development and training requirements;
  • Must possess a strong ability to multitask simultaneous management and team escalations.
  • Strong presentation skills are required, as this position will closely interact with the TAM, sales team, customers, and various levels of management.
  • 5 to 10 years’ experience managing or supporting in the IT industry with relevant certifications and degrees
  • Strong ability to foster teamwork within a collaborative culture

Description

  • Manage a team of highly technical support engineers and subject matter experts
  • Staff Management and Leadership
  • Interact with Dell Enterprise Customers when necessary to provide exceptional Customer Experience
  • Daily: Provide guidance and leadership to direct reports
  • Daily\Weekly: Monitor queue metrics to ensure the following Customer Service Delivery goals are met:
  • Case/Incident Ownership
  • Customer Experience
  • Service Level
  • Service Time
  • Daily\Weekly: Proactively work with direct reports in improving areas of concern
  • Daily\Weekly: Manage escalations within the group

Here at Dell, a member of the Dell Technologies family of brands, there are endless challenges and rewards. Opportunities across the globe. A team fueled by collaboration. A culture that fosters innovation and values a diverse and inclusive workplace. We’re made up of strong, smart people dedicated to doing their best work and driving success for our customers.

We are looking for an enthusiastic professional that can inspire others to achieve their highest level in every interaction. You’re obsessed over the customer experience and are a role model and leader who advocates for their team. You’re invested in your work relationships and hold yourself and your team to a high standard of accountability. You’re naturally curious and gravitate towards tools and resources that enrich your team and the customer experience.

Key Qualifications

  • Excellent leadership and mentoring abilities;
  • Understanding of IT solutions such as SAN, NAS, Networking and Virtualization as related to team development and training requirements;
  • Must possess a strong ability to multitask simultaneous management and team escalations.
  • Strong presentation skills are required, as this position will closely interact with the TAM, sales team, customers, and various levels of management.
  • 5 to 10 years’ experience managing or supporting in the IT industry with relevant certifications and degrees
  • Strong ability to foster teamwork within a collaborative culture

Description

  • Manage a team of highly technical support engineers and subject matter experts
  • Staff Management and Leadership
  • Interact with Dell Enterprise Customers when necessary to provide exceptional Customer Experience
  • Daily: Provide guidance and leadership to direct reports
  • Daily\Weekly: Monitor queue metrics to ensure the following Customer Service Delivery goals are met:
  • Case/Incident Ownership
  • Customer Experience
  • Service Level
  • Service Time
  • Daily\Weekly: Proactively work with direct reports in improving areas of concern
  • Daily\Weekly: Manage escalations within the group

Here at Dell, a member of the Dell Technologies family of brands, there are endless challenges and rewards. Opportunities across the globe. A team fueled by collaboration. A culture that fosters innovation and values a diverse and inclusive workplace. We’re made up of strong, smart people dedicated to doing their best work and driving success for our customers.

We are looking for an enthusiastic professional that can inspire others to achieve their highest level in every interaction. You’re obsessed over the customer experience and are a role model and leader who advocates for their team. You’re invested in your work relationships and hold yourself and your team to a high standard of accountability. You’re naturally curious and gravitate towards tools and resources that enrich your team and the customer experience.

Key Qualifications

  • Excellent leadership and mentoring abilities;
  • Understanding of IT solutions such as SAN, NAS, Networking and Virtualization as related to team development and training requirements;
  • Must possess a strong ability to multitask simultaneous management and team escalations.
  • Strong presentation skills are required, as this position will closely interact with the TAM, sales team, customers, and various levels of management.
  • 5 to 10 years’ experience managing or supporting in the IT industry with relevant certifications and degrees
  • Strong ability to foster teamwork within a collaborative culture

Description

  • Manage a team of highly technical support engineers and subject matter experts
  • Staff Management and Leadership
  • Interact with Dell Enterprise Customers when necessary to provide exceptional Customer Experience
  • Daily: Provide guidance and leadership to direct reports
  • Daily\Weekly: Monitor queue metrics to ensure the following Customer Service Delivery goals are met:
  • Case/Incident Ownership
  • Customer Experience
  • Service Level
  • Service Time
  • Daily\Weekly: Proactively work with direct reports in improving areas of concern
  • Daily\Weekly: Manage escalations within the group

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