IT Manager

HYVE Solutions Technical Support Manager

Responsibilities:

• Responsible for overseeing team of Technical Support Engineers, managing overall service levels, ongoing professional development, and maintaining detailed records of performance and accuracy. Develops support strategy across a mix of vendors
• Responsible for developing, implementing, driving the overall strategies of the technical support group with collaborative input from internal/external customers served, as well as from vendor partners.
• Manage engineering team to achieve committed SLA related to turnaround time for preparing and validating pre-sale configurations/solution architectures.
• Requires active monitoring of activity in the Technical Support queues.
• Coordinate custom (prioritized) service delivery for key customers
• Maintain records of engineer certifications and sync with vendor partners to insure current, pertinent certifications are attained in a timely basis.
• Responsible for the management of proprietary ticketing system and working with IT to deliver ongoing enhancements to further productivity gains for all users.
• Provide consistent, timely monthly reporting of team performance by engineer and by vendors/product management team.
• Reporting shall provide detail sufficient to accurately and equitably allocate headcount across vendors/product management teams who consume technical support resources.
• Provide consistent, timely monthly reporting reflecting the number of requests completed by reseller customer and the pipeline value of configurations completed.
• Develop and oversee a process by which demonstrations and proof-of-concepts are facilitated for our customers and product management teams.
• Develop training program, delivered by SYNNEX engineers, to educate and facilitate attainment of technical certifications by reseller engineers.
• Manage multiple supervisory staff and individual contributors through consistently scheduled team meetings.
• Conduct minimum of 2 annual team improvement planning, coaching sessions on-site in Manila with Pre-Sale Support resources.
• Maintain an in-depth working knowledge of all products and services offered by SYNNEX.

Requirements:

• Bachelor's degree in Computer Science/Information Technology or equivalent experience
• Familiarity with client devices, server and storage based technology, combined with network and security technologies.
• Demonstrated business communication skills, including but not limited to verbal & written communication skills, the ability to communicate effectively over the phone and conduct presentations (in person and remotely).
• Ability to multi-task and/or work on multiple projects concurrently
• Analytical and detail oriented
• Ability to work, strive and grow in a dynamic work environment
• Ability to apply quality principles to work performed
• Ability to maintain a high degree of ethics and integrity.

@ HYVE Solutions, we believe employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclusion make us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.