Manager 1, Model Office
7 days ago
**Manager 1, Model Office - Archer**
Provides technical support expertise in a complex information infrastructure environment. Ability to convey sophisticated
ongoing technical system support. Manages teams, resolution and cross-functional communication.
**Principal Accountabilities**:
- Accountable for operational results in terms of performance standards/metrics, customer satisfaction and team members.
- Oversees the technical support of company customers by field engineers, technicians, and support specialists.
- Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
**Principal Responsibilities**:
- Oversees the coordination, administration and execution of technical support programs, products, projects, process, performance metrics/standards for assigned area.
- Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures.
- Responsible for the scheduling, staffing, management and development of employees in assigned area.
- Supervises the activities of individual contributors performing similar tasks within a shift, group, or department within Global Technical Support.
- Oversees activities of individual contributors who perform technical support responsibilities on-site or via telephone when first line product support in the field has failed to identify or fix equipment or software issues.
**Skills**:
- Ability to lead, motivate and direct a workgroup.
- Communication skills.
- Customer Service skills.
- Leadership skills.
- Organizational skills.
**Experience**:
- Previous managerial/leadership experience not
required.
- Typically 5+ years of relevant experience or
equivalent combination of education and work
experience.
- RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.
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