Supervises with operational focus, in an area of functional, technical or product expertise, individual contributors within respective shift, group or department.
**PRINCIPAL DUTIES AND RESPONSIBILITIES**
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.
Accountable for operational results in terms of expenses, budget, performance standards/metrics, customer satisfaction and employees.
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.
Performs other duties as assigned.
EMC Proven Professional Certification desired.
**SKILLS & EXPERIENCE**
Ability to lead, motivate and direct a workgroup.
Customer Service skill.
Sense of urgency.
Degree in Information Systems, Computer Science, or Information Technology preferred.
Strong understanding in databases, servers, networking, and data analytics is a plus.
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:**
Customer Service & Support
200 - STORAGE CORPORATE
US - Utah - Draper