NICE Manager Technical Support 

Australia, New South Wales, Sydney 

955164990

Major Functions/Responsibility

• Lead a world-class support delivery team, including active mentorship for growth
• Prioritize, assign, and manage department activities and projects in accordance with the department’s goals and objectives
• Manage resources to provide optimum support for customers ensure defined Service Level Agreements are met
• Coordinate with global leadership team to ensure successful 24/7 global support, and effective handoff of work from region to region.
• Work directly with customers of all levels on escalated issues to manage customer expectations and drive issues to resolution.
• Own internal and external escalation management practices and corresponding communication
• Continuously analyze existing processes and practices looking for ways to improve team operations
• Cross-functional customer coordination with Customer Success, Engineering, NOC, and Operations teams
• Coordinate with product teams to improve customer product experience in order to improve customer confidence and trust
• Participate in all aspects of the talent management process from hiring, onboarding, performance management and terminations
• Participate in and lead strategic projects focused on improved customer experience and organizational effectiveness.

Skills

• Bachelor’s degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
• 6+ years in a technology related field
• 1+ years as a people manager with direct management of support delivery teams
• Demonstrated ability to effectively lead a team to deliver on Service Level Agreements
• Demonstrated ability to facilitate collaboration and achieve consensus in cross-functional teams.
• Exceptional verbal and written communication, customer service, troubleshooting, and organizational skills required
• Experience driving cross-functional initiatives, including collaboration for support & engineering process improvements
• Solid understanding of TCP/IP fundamentals