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Job Description
As Manager of the EUC support organization, you will have the responsibility to manage and lead a highly-skilled technical support team driving adoption of our Workspace ONE offering. Your team will be responsible for the success of VMware’s most strategic customers and partners; requiring the development of strong and lasting working relationships.
You will work closely with our Executive Support Leadership team including the Sr. Managers of Technical Support, Director of Technical Support, and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our cloud customers.
Responsibilities
- Deliver superior technical support and service to the VMware Workspace One customers
- Interface with the field, sales, and service organizations and directly with the customer base on critical escalations and call resolution
- Develop strong, mutually beneficial relationships with the VMware Engineering and DevOps teams to implement formal feedback mechanisms for incidents, causes, and resolutions
- Manage and develop the support teams, including hiring, professional development, and proactive project work
- Design, develop and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
- Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
- Lead and/or being involved in Global Strategic Initiatives
Requirements
- Experience in the software industry with a minimum of 1 year in technical support management, including people management
- Technical knowledge of MDM Technology, Network, Windows Server management is a plus
- Background in the development and management of remote support groups, international support groups, and 24 x 7 support operations
- Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
- Proven experience in deep-level data analytics with the ability to craft actionable project plans and presentations for executive leaders
- Ability to drive application telemetry and tooling requirements as part of VMware’s proactive support experience
- Superb communication and interpersonal skills with the ability to interface directly with the c-suite of our customer’s organizations
- Track record of accomplishment and effectiveness within complex technology organizations
Job Profile
Category: Client Support
Subcategory: Technical Support
Experience: Manager and Professional