Dell Enterprise Technical Support Sr. Manager (Server) in DUBLIN, Ireland

Technical Support Senior Manager

Hiring Manager: Jean-Pierre Berrone

Grade: M9

Location: Cherrywood

People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within the Operations Unit at Dell, we are looking for a Senior Manager to join our team in Cherrywood

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

The Senior Manager is a position which will be accountable for the direction and day-to-day operations of an Enterprise team and for managing the general Cherrywood /Glasgow technical support operation.

The role while extremely customer focused also requires effective management of all customer escalations.

On top of the tactical operations the person will form part of the Server Leadership team and assist in developing the EMEA Server Support strategy and direction.

As this is a Team Manager role the position is based in the office 100% of the time

Cherrywood

· Responsible for managing operational support across sites through cross-functional and regional partnerships

· Enable the business to scale while improving key performance indicators impacting their efficiencies and improving overall customer experience

· Defines both long-term strategies and short-term/immediate workforce needs across Cherrywood & Glasgow. Researches, recommends and implements call center technology and process improvements to reduce overall costs & increase low effort for our customers

Principal Accountabilities:

· Directs the efforts of others in the achievement of the strategic and operational objectives of the group

· Manages the hiring, staffing and maintenance of a diverse and effective workforce

· Leads team to create and sustain an operating environment that is reviewing capacity, performance and volume trends while being cognizant of service and continuity objectives

· Oversees real-time management, staffing level requirements, forecasting and workplace scheduling

· Provides direction and guidance for administration and results for multiple departments within a function or work area

· Oversees multiple teams and significant assignments

· Establishes budgets, operational plans and performance requirements

· Resolves operational issues and oversees Customer Escalations

· Assists in the development and implementation of strategic plans

· Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization

· Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service

· Drive Fun activities, rewards and recognition

Principal Accountabilities:

· Directs the efforts of others in the achievement of the strategic and operational objectives of the group

· Manages the hiring, staffing and maintenance of a diverse and effective workforce

· Leads team to create and sustain an operating environment that is reviewing capacity, performance and volume trends while being cognizant of service and continuity objectives

· Oversees real-time management, staffing level requirements, forecasting and workplace scheduling

· Provides direction and guidance for administration and results for multiple departments within a function or work area

· Oversees multiple teams and significant assignments

· Establishes budgets, operational plans and performance requirements

· Resolves operational issues and oversees Customer Escalations

· Assists in the development and implementation of strategic plans

· Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization

· Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service

· Drive Fun activities, rewards and recognition

Knowledge and Functional Skills

· Functional technical knowledge of /Server/Storage hardware, systems and software.

· Project management experience a plus

· Proven track record in negotiation and conflict resolution.

· Proven ability to lead and manage highly technical team in fast growing and constantly changing environment.

· Strong performance ethos and personal commitment for outstanding customer service.

· Strong process management, administration and numeracy skills.

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

“LIRPIORITY”

Organization: Global Services

Title: Enterprise Technical Support Sr. Manager (Server)

Location: Europe, Middle East, Africa-IE-Leinster-Dublin

Requisition ID: 17000OJM