Indigo Remote Technical Support Manager

Indigo Remote Technical Support Manager

Description -

Job Summary
• This role is responsible for managing a team of Indigo Tier 1 Remote Support Engineers and Remote Technical Experts, ensuring compliance with policies, and overseeing day-to-day activities with fairness and consistency. The role defines and leads teams providing remote services, pre-sales, post-sales, and project participation for various business systems and applications. The role collaborates with cross-functional teams for process improvement and policy development, while guiding program parameters and budget adherence. The role recommends changes, manages talent, and actively contributes to diverse technical processes.

Responsibilities
• Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures.
• Defines the scope of work of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers.
• Provides services across standard, specialized, or complex systems, and may take on roles involving project leadership, management, sponsorship, or participation.
• Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse technical systems and processes.
• Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
• Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
• Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints.
• Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

Education & Experience Recommended
• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 3-5 years of management experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications
• ITIL Certifications

Knowledge & Skills
• Computer Science
• Customer Relationship Management
• Customer Support
• Operating Systems
• Product Support

• Root Cause Analysis
• Scripting
• Software As A Service (SaaS)
• Technical Services
• Technical Support
• Workflow Management

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"