Dell Manager, Tech Support UT or Remote in Herndon, Virginia

Job Description:

Job Family Summary

Oversees the support of customers encountering highly technical problems utilizing IT hardware, software, servers, networking, storage and cloud. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat or online. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity and/or customer satisfaction data.

Principal Responsibilities

Manages second-level and/or first-level leaders; may directly manage individual contributor subject matter experts

Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad integration and product knowledge

Leads or acts as a significant contributor to leadership in the development of key initiatives that provide high-level results to improve business processes and customer service delivery

Assumes lead role within a major project and is responsible for determining project approach, decision on operating procedure, analytical approaches and work flow

Provides significant support in enhancing existing systems and system software products and facilitating the definition of solutions to meet business requirements, client training, design reviews and executive briefings

Applies broad technical expertise across multiple disciplines coupled with an understanding of business and management principles


Advanced leadership and team building skills

Advanced project management skills

Comprehensive knowledge of product lines, technical knowledge

Extensive customer service skills

Advanced in developing and leading a team to deliver key business results

Technical roles require:

Advanced ITIL foundation

Strong budget/financials experience

Strong capacity/resource planning

Strong ability to work with global teams

Typically 12+ years of relevant experience or equivalent combination of education and work experience

Typically requires at least 4+ years managerial/leadership experience

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

We are 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. We encourage applicants of all ages.

Critical Hiring Criteria:

Functional Area(s):

Technical Support



Business Unit:



VA - Glen Allen, VA - Herndon, VA - McLean, VA - Reston, WI - Madison, WI - Pewaukee, US - Utah - Draper