Microsoft Technical Support Engineering Management 

Australia, New South Wales, Sydney 

797686120

Required Qualifications:
• 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience
o OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experience
o OR equivalent experience
• 5+ years people management experience, leading technical teams or functions including but not limited to Technical Support, Technical Account Managers and/or Technical architects

Preferred Qualifications:

• Proven ability to manage customer relationships from a support standpoint
• Experience in managing organizational change and leading successful change initiatives
• Certifications in change management, such as the PROSCI Change Management
• Technical Certifications in On-Prem and/or Cloud Technologies preferred (Azure Fundamentals. M365 Fundamentals, Windows Server)

Citizenship & Citizenship Verification:This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

• People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/ retaining great people.
• Response and Resolution: You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technology
• Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements
• Business Integration: You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.