Unit Manager- Customer Support

Description -

Job Summary

• This role is responsible for managing teams engaged in remote service, customer access, pre-sales, and post-sales activities related to business systems and application problems. The role oversees lower-level supervisors and skilled employees, providing guidance, coaching, and prioritizing projects. The role leads cross-department initiatives, ensures operational excellence through performance monitoring, and addresses routine escalations. The role contributes to process improvement, aligns strategies with organizational goals, and ensures proper tools for operational support.

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

• ITIL 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

• Impacts multiple teams and supports projects requiring understanding of multiple disciplines or areas of HP.

Complexity

• Develops creative responses to resolve issues.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"