Manager, Technical Support

Job Title: Manager, Technical Support

Job Description Summary:

· Manager, Technical Support is responsible for building and supporting a team of highly motivated individuals in their pursuit of excellence.

· Manager, Technical Support, is a highly motivated individual with a proven track record in FANATICAL support.

· Manager, Technical Support, must possess exceptional management and people skills; the ability to engage and motivate staff.

· Manages personnel activities of staff (i.e., hires, mentors, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary).

· Provides direct team leadership and coaching to a support team charged with designing, deploying and managing business operations that support internal operational segments.

· Expected to think 12-18 months out and strategically direct the team toward goals.

· Expected to lead by example and have a deep commitment to both exemplary customer service and Racker support.

· Works cross functionally with other business leaders and works on business issues that affect and improve Rackspace as a company, in addition to their team’s goals.

Job Description:

PRIMARY RESPONSIBILITY:

· Manager, Technical Support is responsible for building and supporting a team of highly motivated individuals in their pursuit of excellence.

· Manager, Technical Support , is a highly motivated individual with a proven track record in FANATICAL support.

· Manager, Technical Support must possess exceptional management and people skills; the ability to engage and motivate staff.

· Manages personnel activities of staff (i.e., hires, mentors, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary).

· Provides direct team leadership and coaching to a support team charged with designing, deploying, and managing business operations that support internal operational segments.

· Expected to think 12-18 months out and strategically direct the team toward goals.

· Expected to lead by example and have a deep commitment to both exemplary customer service and Racker support.

· Works cross functionally with other business leaders and works on business issues that affect and improve Rackspace as a company, in addition to their team’s goals.

KNOWLEDGE/SKILLS/ABILITY: 

· High knowledge of company's objectives and strategies.

· Excellent organizational, leadership, decision making and communications skills.

· Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative and practical ways. Excellent knowledge of servers/computer hardware and software a plus – or an aptitude and desire to expand technical knowledge.

· Uses professional concepts; applies company policies and procedures to resolve a variety of most complex issues.

· Good to excellent attention to detail.

· Excellent creative problem-solving abilities, coupled with a desire to take on responsibility.

· Ability to communicate technical info and ideas so others will understand.

· Ability to make appropriate decisions considering the relative costs and benefits of potential actions. Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.

· Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.

JOB COMPLEXITY: 

· Plans directs and controls the development and assigning of work among team, and leads staff, providing support and direction.

· Develops and establishes departmental standards and procedures.

· Drives changes in procedures, systems or processes that would increase productivity and better serve customer requirements.

· Works with finance and other leadership to develop and manage a multimillion dollar budget.

· Provides input in establishing the budget and manages adherence.

· Monitors and maintains quality control standards. The departmental seeks out new strategic solutions in an effort to improve Rackspace performance.

· Oversees team operations and reports to senior management.

· Oversees adherence to policies and procedures.

· Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

· Interacts with senior internal and external personnel.

· Provides strategic leadership and direction for the delivery of support to customers.

· Strategically analyses operational processes, business procedures and performs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops department procedures.

· Serves as a primary liaison among various business groups within Rackspace, representing both the Segment, as well as broader Rackspace goals.

· Selects, develops, and evaluates personnel to ensure the efficient operation of the functions of the team. Provides instructions and supervision to team. Coaches and develops team.

· Experience in handling multiple tasks, and able to prioritize and highly varied work level in order to maintain required productivity levels.

EXPERIENCE/EDUCATION: 

· High school diploma or equivalent required.

· Bachelor's degree or equivalent experience in business or computer science; may also have post-graduate education or training.

· Demonstrates a mastery of Supervisor role or possesses a minimum of five to seven years working knowledge of a technology-based service-oriented industry as a people manager/leader.

· Minimum of three year’s experience in running medium to large scale projects with varying complexities. Demonstrated ability to consistently provide FANATICAL support.

SUPERVISION: 

Manages small to medium sized teams. Receives minimal instruction. Assists Supervisor in coaching and developing team. Serves as back-up to the Supervisor position.

PHYSICAL DEMANDS: 

· General office environment. Low levels of stress may occur when ensuring needs of department is met.

· May require long periods sitting and viewing a computer monitor. No special physical demands required.