Manager, Technical Support

3 weeks ago

Vancouver, Canada Sophos Full time

**About Us**

**Role Summary**
- As the Manager of Technical Support, you will oversee technical support operations, manage a team of front-line technical engineers, handle escalations, and other customer-facing roles. Your responsibilities include selecting, developing, and evaluating talent to ensure the smooth functioning of the support department, all while anticipating future business requirements. Additionally, you will play a key role in contributing to the direction and strategy of our support team, ensuring alignment with global operations. Maintaining open lines of communication with Product Management and Software Development is essential for effectively addressing design, reliability, and maintenance concerns.

**What You Will Do**:

- Manage multiple team leads and/or Technical support engineers and ensure support is consistently delivered within service level agreements to Sophos customers
- Drive to ensure outcomes and service levels are achieved
- Manage and review the Technical Support work process on delivering overall quality and service level targets
- Partner with key members of the engineering, product management and customer support teams to improve the overall experience
- Be a key influencer, driving needed change by collaborating across organizational boundaries, at all levels of the organization
- Support a high performing team of Service and Support representatives/specialists by managing coaching and balancing teams and individual goals
- Responsible for performance management including staffing decisions, goal setting, development planning, performance evaluations, performance improvement; working with managers and HR to address development needs and performance issues
- Manage service delivery experience to our customers through a collection of support channels
- Customer Analytics, Reporting & Insights - Gathering and collating customer insights from the support experience to provide actionable recommendations for improvement
- Continuously collect and report data that enables fast, educated actions to improve customer experience
- Effectively communicate and lead change management initiatives cross functionally and inter-team
- Engaging cross functionally with managers and individual contributors in other business units to drive projects
- Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others
- Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
- Provide feedback and make recommendations to improve department process and operations
- Solicit feedback from team members and customers and communicate to management
- Ensure Sophos support standards/guidelines are adhered to, and provide input into their improvement
- Ensure effective management and participation in the overall follow the sun global resourcing model
- Working within a matrix structure, so the post holder will have to work with peers and senior members of the technical support team alongside other departments within Sophos
- Interface with Sales, to understand customers/partners concerns, share support performance and take corrective actions based on customer/partner feedback.
- Reaching out to dissatisfied customers, understanding concerns, and driving process changes for better experience.

**What You Will Bring**:

- A Bachelor’s Degree in Computer Science, business or related field, plus a minimum of 8 years related experience in a similar role
- Experience managing a team of employees or a functional area, with responsibility for resource allocation, work process and procedures
- Ability to make decisions regarding processes and procedures affecting the work of the team/area
- Ability to interpret and execute existing policies that directly affect the work activities of teams
- Ability to independently determine the approach to managing daily operations in the best of customers and employee's interest
- Experience in performance management process, providing coaching and mentoring to team members, doing performance management reviews and holding team accountable.
- Proven experience in the development of new procedures, processes and standards for team/area
- Experience in collaborating across multiple functions within the organization to achieve project objectives
- Outstanding communication and interpersonal abilities, enabling effective interactions with customers and internal stakeholders.
- Established history of driving process improvements and delivering tangible results in rapid-paced settings.
- Good to have Knowledge of the cyber security industry and products, especially endpoint security products and technologies, such as Device Encryption, Antivirus/Endpoint, etc..

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- #LI-SS1
- #B2

**Ready to Join Us?**

**What's Great About Sophos?**
- Sophos operates a remote-first working model, making remote work th

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