At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Technical Support Manager II on our Unstructured Data Services team in Draper, UT,Hopkinton, MA, Seattle, WA, Research Triangle Park, NC or Eden Prairie, MNto do the best work of your career and make a profound social impact.

What you’ll achieve

As a Technical Support Manager, you will lead and manage a team of technical experts to provide quality support to external customers, maximizing operational results in terms of performance standards and metrics to provide the best experience for our clients.

You will:

• Provide mentoring and leadership to team members

• Coordinate queue metrics to ensure customer service goals are met

• Interact with Dell Enterprise Customers when necessary to provide an outstanding experience

• Deliver technical support expertise in a complex information infrastructure environment

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• 8 to 12 years of relevant experience with at least 3 years leading support teams in a management role

• Excellent leadership and mentoring abilities

• Ability to multitask management and escalations of critical issues simultaneously

• Capability to foster teamwork within a collaborative culture

• Strong presentation skills and experience presenting to various levels of management

Desirable Requirements

• Bachelor's degree

• Project management experience

• Experience working in a project-based environment, both regionally and globally

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