Technical Support Manager

Search JobsJob DescriptionThe Elevator Pitch: Why will you enjoy this new opportunity? Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. As Manager of the EUC support organization, you will have the responsibility to manage and lead a highly skilled technical support team driving adoption of our Workspace ONE offering. Your team will be responsible for the success of VMware’s most strategic customers and partners, requiring the development of strong and lasting working relationships. Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.   You will be in the forefront of the work from anywhere transformation helping our customers shift their workforce to remote and hybrid, which has only been accelerated by the worldwide pandemic.  Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? As a Technical Support Manager of End User Compute, you will have the opportunity to work with the existing senior management team in the design and implementation of the mission, strategy, and tactics of our leading-edge technical support organization. The position demands excellent communication and relationships skills with staff, customers, Partners and stakeholders at all levels including engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers. You will also be responsible for several ongoing programs/projects and initiatives within the greater organization. A large component of the position will require a focus on making VMware a great place to work. First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and the workings of our support operations.   Once achieved, you will support build relationships with staff, customers, Partners, and stakeholders at all levels including engineering, sales, and product marketing teams.  When you have a good grasp of the processes, people, and product, you be responsible for several ongoing programs/projects and initiatives within the greater organization.  An ability to innovate, adapt and execute in a dynamic environment with clear leadership skills at a senior level will be key to your success in this role.The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? As a Technical Support Manager in the End User Compute team, you will work closely with our Executive Support Leadership team including Sr. Managers of Technical Support, Director of Technical Support, and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our cloud customers.   In this role you will be -Accountable for all aspects of VMware’s engagement with our customers and key internal stakeholders, primarily focused on Workspace ONE in the End User Compute space. Responsible for metrics’ such as CSAT and support request average time to resolution.  General management and motivation of 10-15 technical support engineers, including hiring, management, and professional development of support engineering staff.    Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony.   Work with VMware’s sales teams and key stakeholders to establish requirements for enhancement of existing support programs and/or establishment of new ones.   Work with VMware’s engineering team and other cross functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required. Work in an environment of trust, on-going development, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.  What is the leadership like for this role? What is the structure and culture of the team like?The hiring manager for this role is Suyash Srivastava, Senior Manager, EUC Technical Support. He has been working with WS1 team for last 10 years in different roles and possess a strong domain knowledge.Suyash’ management philosophy is about Empowerment. His belief is that every individual has the potential and it need to be nurtured in line with the individual’s strength to get the best resultsThe team consists of 150+ passionate individuals working as a team with an objective to deliver rich support experience to our customers.  The team works 24/7 across different shifts ranging from ANZ/APJ/EMEA/NASA.VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law. ​Search Jobs