Its Support Manager, Global Service Desk

1 semana atrás

Rondônia, Brasil Amazon Development Center (Romania) S.R.L. Tempo inteiro

5+ years experience managing a medium enterprise client support team (IT helpdesk, service desk support preferred).
- Bachelor's degree, or 5+ years of professional or military experience
- Proficient communication and business acumen and the ability to ensure a consistently high level of customer satisfaction.
- Proficient technical aptitude, written and oral communications skills, and the ability to deal effectively with people at all levels (technical and business audiences) and in different situations. This includes the ability to develop clear, concise documentation.
- Proven ability to operate in an high pressure dynamic fast paced situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
- Robust troubleshooting and strong analytical skills with demonstrated problem solving ability required.
- Skills and proven record in leadership and management.

This position has responsibility for managing one of the EMEA based Remote Support teams from Romania. This position is Remote by design, and this can change as per business requirements. You will manage local resources and support the global team to define the perfect customer experience and own the strategies to create that experience. You will help the group develop and leverage their knowledge base to expedite the resolution of recurrent issues. You will identify ways to proactively reduce support requests through automation, documentation, and process improvement. You will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success.
Key job responsibilities
- Leading a team of Remote Support Engineers. Recognising inefficiency and driving process improvement to enhance the productivity of all Amazonian's.
- Coordinating a variety of projects in a highly operational environment.
- Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
- Defining and tracking metrics and key performance indicators to raise the bar in team performance and customer service.
- Hiring, developing, and retaining great talent.
- Reducing contacts through process improvement and root cause analysis.
- Responding to inquiries, escalations, and establishing partnerships with key customers and service owners

Knowledge of hardware architectures
Experience in hiring skilled technology workers

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