HP Inc Rio Rancho , NM 87144
Posted 2 months ago
Job Summary
Responsibilities
Manages the daily work activities of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers.
Supervises lower-level supervisors and highly skilled, non-exempt employees, prioritizing projects, ensuring goal achievement, and providing coaching and feedback for skill development.
Directs and guides departmental teams, participates in cross-department initiatives, and serves as an escalation point for subordinate employees and supervisors.
Ensures prioritization and effective assignment of day-to-day activities to the functional team, thereby ensuring tasks are completed within the defined timelines.
Delivers services encompassing standard, specialized, or complex systems, maintaining a predominantly tactical role.
Ensures operational excellence by closely monitoring critical performance metrics, guaranteeing team objectives and contractual commitments are achieved.
Addresses and monitors routine escalations, taking appropriate actions to resolve issues as required.
Identifies opportunities for process improvement and policy development, also actively engaging in their design and implementation.
Supports development of short-term and long-term functional strategies and plans that align with the organization's overall goals and objectives.
Ensures that proper tools are in place to support the team and key operational processes.
Education & Experience Recommended
Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Preferred Certifications
Knowledge & Skills
Amazon Web Services
Automation
Computer Science
Customer Relationship Management
Customer Support
Debugging
Java (Programming Language)
Linux
Operating Systems
Product Support
Python (Programming Language)
Root Cause Analysis
Scripting
Software As A Service (SaaS)
SQL (Programming Language)
TCP/IP
Technical Services
Technical Support
Unix
Workflow Management
Cross-Org Skills
Customer Centricity
Prioritization
Resilience
Team Management
Strategic Thinking
Impact & Scope
Complexity
Disclaimer
HP Inc