Senior Manager ISG Premier

2 months ago

Morrisville, Canada Lenovo Full time
Job Description

We are seeking a highly skilled Senior Manager to lead our Premier Storage Advanced Technical Support Team. As a key member of our global support organization, you will be responsible for managing a team of senior storage technical support engineers and driving exceptional customer experience.

Key Responsibilities
  • Lead and manage a global team of senior storage engineers, ensuring effective issue resolution, professional growth, and performance management.
  • Foster a positive, inclusive team culture focused on customer satisfaction, technical innovation, and collaboration across global regions.
  • Oversee staffing, workload distribution, and on-call rotations, ensuring 24/7 coverage and follow-the-sun support model.
Requirements
  • 5+ years of experience in enterprise storage technologies, including direct experience with storage products.
  • 3+ years of management experience, leading technical support teams in a global, enterprise environment.
  • Proven track record in technical support management, customer engagement, and handling escalations.
Preferred Qualifications
  • Excellent presentation, communication, and interpersonal skills.
  • Proficient in Microsoft Office programs such as Word, Excel, PowerPoint.
  • Experience with PowerBI is a plus.
  • Ability to effectively interact and communicate with Senior executives to CXO level personnel.
  • Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
  • Knowledge of Datacenter technology.
  • Experience in escalation management in an IT customer service environment.
  • Industry certifications and/or experience in VMware, Azure, Nutanix, Red Hat KVM or OpenShift, AI, Lenovo and NetApp storage such as ONTAP, AWS, networking, Veeam or Commvault, edge products, networking, and SAN are a plus.
Additional Information
  • Travel: Occasional travel may be required (up to 20%).
  • Work Hours: Willingness to work in a 24/7 shift environment, including weekends and holidays.

This role offers the opportunity to lead a world-class technical team, influence product success, and play a key part in Lenovo's Premier Support organization as it continues to grow globally.

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