Microsoft Technical Support Engineering Manager - Windows Commercial 

United States, Texas, Irving 

107643827

As a

:

• 7+ years operational excellence, delivery management, account management, sales, or vendor management experience
  • OR 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.
• 3+ years of people management experience.

Other Requirements:

The 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.

Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

Additional or Preferred Qualifications:

• Customer service, communication, and interpersonal skills.
• Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
• Flexibility and ability to adapt to ambiguous and changing situations.
• Ability to manage high pressure situations.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:Microsoft will accept applications for the role until July 20, 2024.

People Management

· Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

· Model - Live our culture; Embody our values; Practice our leadership principles.

· Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.

· Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Response and Resolution

· Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved. Acts as an escalation point in case resolution as necessary. Aligns resources of product group to support engineers.

· Identifies patterns (e.g., number of cases with similar issues), solutions, and collaborates with internal stakeholders to prioritize issues at the global level.

Product/Process Improvement

· Communicates aggregated customer feedback to stakeholders to influence and drive product quality improvements.

· Establishes requirements and collaborates with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues.

· Creates and establishes operational frameworks and sets standards and measures for resolving issues. Enhances processes or workflows across the line of business.