Support Manager Usa
hace 4 semanas
Key Talent Indicator is a technology consulting firm specializing in human resources that offers innovative solutions for talent management. We have an approach based on the use of our AI-powered software that allows you to evaluate and analyze your skills and apply to the job offers that best match you.
We are efficient, evaluate talent objectively without biases, and close the hiring time in record time, delivering optimal results.
Job Title: Support Manager USAJob Details:
Hours: Full Time
Location: Fully remote. This opportunity is open to you if you can legally work remotely from New Jersey, North Carolina, or Delaware.
What the Role Entails:Some of the key responsibilities of our Support Manager USA will be:
- Leads a 24x7 Follow-the-Sun support team, collaborating with global teams to ensure seamless shift coverage and minimize escalations.
- Manages day-to-day team performance, aligning efforts with company values and ensuring compliance with company policies and regulations.
- Drives change in a well-defined, understood, deployed, and sustained manner.
- Practices Lean Agile WoW with teams in a motivating and energetic way.
- Strives for high performance and continuous development across the team.
- Drives the team towards effective execution of delivery and strategy, ensuring alignment with business goals and adherence to processes.
- Provides and receives open, constructive feedback on performance, behaviour, and skills, fostering a culture of continuous improvement.
- Enhances team competence through well-defined training plans and professional development.
- Motivates and drives employees to meet targets and excel in performance.
- Responsible for delivering Customer SLA reports in line with Service Level Agreements.
- Oversees incident management, ensuring swift resolutions, root cause analysis, and preventive measures.
- Effectively resolves conflicts, fostering a collaborative, open communication environment.
- Regularly conducts performance and salary reviews in cooperation with Human Resources.
- Travels domestically and/or internationally for business as needed.
- 10+ years applicable industry experience.
- Experience as a manager or leader in a technical support environment.
- Experience working in a Network Operations Center.
- Experience training individuals in a technical support environment.
- Experience managing and performing to contractual Service Level Agreements.
- Strong customer service skills with experience in a customer-facing role.
- Ability to manage and negotiate at all levels, including internal and external executive levels.
- Excellent written and verbal communication, listening, and negotiation skills.
- Experience in Incident and Escalation Management.
- Agile Scrum Master.
- Lean Six Sigma.
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