Mgr, Enhanced Services

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Our Employees

Are valued and empowered, collaborative and team-oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset.

POSITION SUMMARY:

The Enhanced Services manager is a key member of the Support management team providing direct supervision to a combination of Service Delivery Managers and others related to their managerial accounts. They are responsible overall team management, are accountable for the global consistency of our Enhanced Services offerings. Manager of Enhanced Services is a key contact and leader for our most valuable customers. This responsibility requires the Manager to interact with the customers and other internal F5 people on high profile and high impacting events during intense and acute situations. This responsibility requires the Manager to interact with the customers and other internal F5 people on high profile and high impacting events during intense and acute situations. They are accountable for operational results as defined in F5’s Quality Management System (QMS). In our matrix managed environment, the role of the Manager requires interaction across multiple Global Network Support Center locations requiring leadership skills to address both immediate operational actions and strategic collaboration in line with F5 policies and Quality Management System. The Enhanced Services manager provides guidance and support to cross-team initiatives relative to improvements in F5’s enhanced services offerings, operations systems, and process improvements.

PRIMARY RESPONSIBILITIES

• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies
• Being a leader for the Global Enhanced Services Team
• Acting as an escalation point, as required, to ensure our most valuable customers’ issues are resolved
• Management duties include the supervision of exempt and/or nonexempt level staff.  This includes but is not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions.
• Regularly interacts with other leaders within and outside of F5 gaining cooperation and solutions for the team and customers. 
• Manage customer interaction by coordinating communication internally and externally and directing issues to resolution. 
• Ensure high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System.
• Contribute to process and infrastructure improvement
• They may assist in the Service Sales process in helping customers see the value of our Enhanced Services offerings. 
• Perform other related duties as assigned.

Knowledge, Skills and Abilities: 

• Proven track record in managing and developing employees in a technical and relationship environment
• Strong focus on customer satisfaction
• Must be able to handle sensitive customer issues professionally instilling confidence and making the needed executive and

technical linkages that instill confidence in F5.

• This position requires a self-motivated and self-directed individual who can think creatively both in an individual situation as well as in team brainstorming opportunities.
• Ability to work in a dynamic, matrix-managed environment across local, regional, and global offices
• Experience managing advanced enterprise customer situations relating to Support and System availability
• Ability to work in a highly-collaborative team environment
• Knowledge of common support center metrics and the ability to manage teams to key performance indicators
• Experience with case management ticketing systems, workforce management programs a plus.

Team Management

• Perform as coordination focal point for both team members, management.
• Perform regular one-on-ones with direct reports.
• Review reporting and manage to an individual or team level to ensure team goals are being met.
• Human Resources focal point for employees
• Coordinating paid time-off (PTO)
• Oversee quality internal training to ensure highest-level technical ability and assure support coverage.
• Training, assigning or delegating work.
• Providing on-the-job training, giving guidance to staff.
• Conducting career development plans, performance improvement plans, taking disciplinary action.
• Participate in interviewing candidates for open positions.

Qualifications:

• 7 years management experience in a technical support role
• BA/BS or equivalent
• Experience in a technical support role a plus

Physical Demands and Work Environment: 

• Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
• Regular travel is required and being able to represent F5 in complex customer-facing meetings and relationship building.
• Duties may require the ability to travel via automobile or airplane, approximately 10%-20% of the time spent traveling.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].