Title:  Manager, Technical Support - Second Shift

Job Summary

In this second shift position, you will directly manage a group of individual contributors who are technical support and escalation engineers.

●    Requires close supervision and detailed instruction on assignments / regional projects, usually technical in nature. 
●    Requires operational knowledge of area of functional responsibility.
●    Assigns goals, tasks, reviews work, and writes individual appraisals.
●    Ensures operational and case metrics are met according to company standards. 
●    Must demonstrate excellent customer service skills and technology know-how needed to work successfully in high-pressure, time-sensitive situations where customer satisfaction is the goal.

*** This is a second shift opportunity, with hours of Monday-Friday, 1pm-10pm ET/12pm-9pm CT and can be located in either Research Triangle Park (RTP), NC, or Wichita, KS - qualified candidates local to one of these locations need only apply! Additional compensation is offered for working a non-standard schedule.***

Job Requirements

• Lead Technical Support Engineers and Escalation Engineers who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio.
• Skilled at talent management, including assessment, deployment, development, reward, and retention.
• Demonstrate a clear understanding of the local goals and requirements to successfully manage your business. This includes maintaining minimum staffing requirements, adhering to standards, following defined processes, providing floor presence, and partnering across verticals, departments, and sites.
• Responsible for assessing and reviewing employee performance and providing a framework for training, development, and career growth. Serve as a mentor for more junior-level managers.
• Experience in cross-organization collaboration and communication skills.
• Ability to work in a fast-paced, reactive, changing, and sometimes demanding technical call center atmosphere.
• Implement strategies focused on driving continual improvement to Support delivery and the overall Technical Customer Support experience.

Education

• A minimum of 5+ years of relevant experience, as outlined above, is required; with supervisory, leadership, and/or management experience
• Applicable education, certifications, and/or training are advantageous, but not required.