Job Description
Job Title: Manager, Technical Support
Job Description Summary:
Manager, Technical Support is responsible for building and supporting a team of highly motivated individuals in their pursuit of excellence. Manager, Technical Support, is a highly motivated individual with a proven track record in FANATICAL support. Manager, Technical Support, must possess exceptional management and people skills; the ability to engage and motivate staff. Manages personnel activities of staff (i.e., hires, mentors, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary). Provides direct team leadership and coaching to a support team charged with designing, deploying and managing business operations that support internal operational segments. Expected to think 12-18 months out and strategically direct the team toward goals. Expected to lead by example and have a deep commitment to both exemplary customer service and Racker support. Works cross functionally with other business leaders and works on business issues that affect and improve Rackspace as a company, in addition to their team’s goals.
Job Description:
PRIMARY RESPONSIBILITY: Manager, Technical Support is responsible for building and supporting a team of highly motivated individuals in their pursuit of excellence. Manager, Technical Support , is a highly motivated individual with a proven track record in FANATICAL support. Manager Technical Support must possess exceptional management and people skills; the ability to engage and motivate staff. Manages personnel activities of staff (i.e., hires, mentors, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary). Provides direct team leadership and coaching to a support team charged with designing, deploying, and managing business operations that support internal operational segments. Expected to think 12-18 months out and strategically direct the team toward goals. Expected to lead by example and have a deep commitment to both exemplary customer service and Racker support. Works cross functionally with other business leaders and works on business issues that affect and improve Rackspace as a company, in addition to their team’s goals.
KNOWLEDGE/SKILLS/ABILITY: High knowledge of company's objectives and strategies. Excellent organizational, leadership, decision making and communications skills. Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative and practical ways. Excellent knowledge of servers/computer hardware and software a plus – or an aptitude and desire to expand technical knowledge. Uses professional concepts; applies company policies and procedures to resolve a variety of most complex issues. Good to excellent attention to detail. Excellent creative problem-solving abilities, coupled with a desire to take on responsibility. Ability to communicate technical info and ideas so others will understand. Ability to make appropriate decisions considering the relative costs and benefits of potential actions. Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.
JOB COMPLEXITY: Plans directs and controls the development and assigning of work among team, and leads staff, providing support and direction. Develops and establishes departmental standards and procedures. Drives changes in procedures, systems or processes that would increase productivity and better serve customer requirements. Works with finance and other leadership to develop and manage a multimillion dollar budget. Provides input in establishing the budget and manages adherence. Monitors and maintains quality control standards. The departmental seeks out new strategic solutions in an effort to improve Rackspace performance. Oversees team operations and reports to senior management. Oversees adherence to policies and procedures. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel. Provides strategic leadership and direction for the delivery of support to customers. Strategically analyses operational processes, business procedures and performs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops department procedures. Serves as a primary liaison among various business groups within Rackspace, representing both the Segment, as well as broader Rackspace goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the functions of the team. Provides instructions and supervision to team. Coaches and develops team. Experience in handling multiple tasks, and able to prioritize and highly varied work level in order to maintain required productivity levels.
EXPERIENCE/EDUCATION: High school diploma or equivalent required. Bachelor's degree or equivalent experience in business or computer science; may also have post-graduate education or training. Demonstrates a mastery of Supervisor role or possesses a minimum of five to seven years working knowledge of a technology-based service-oriented industry as a people manager/leader. Minimum of three year’s experience in running medium to large scale projects with varying complexities. Demonstrated ability to consistently provide FANATICAL support.
SUPERVISION: Manages small to medium sized teams. Receives minimal instruction. Assists Supervisor in coaching and developing team. Serves as back-up to the Supervisor position.
PHYSICAL DEMANDS: General office environment. Low levels of stress may occur when ensuring needs of department is met. May require long periods sitting and viewing a computer monitor. No special physical demands required.
