Senior Support Engineering Manager

## About the role Case Resolution and Daily Operations Leads Managers in case resolution or larger teams or across multiple regions where applicable. Mentors and promotes a culture where team members model all case-handling standards with a continuous focus on speed and quality, including acting as an advisor to other Technical Support Engineers. Evaluates and refines customer interaction processes to ensure they reflect a commitment to excellence in service and high levels of customer satisfaction. Leads senior-level customer advisory efforts, communicating the status and solutions to their issues, and ensuring team members consistently demonstrate Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Demonstrates customer focus in team management decisions. Drives consistent, meaningful recognition within the team. Owns team escalations and coordinates resolution efforts. Leads team response; command incidents when formally declared. Establishes a culture of high-performance, upholding Customer Service & Support (CSS) Operational Excellence and the Support Delivery Framework (e.g., rigorous scheduling, daily backlog and case note reviews, timely transfers) across the organization. Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Enable success across boundaries. Manages teams in the identification of cross-team trends and pattern-based improvements, proactively aligning collaborative efforts across teams to enhance overall effectiveness. Establishes an engagement strategy with internal teams to promote a consistent plan. Ensures security standards are upheld across all teams in the organization. Manages and evaluates strategies to enhance Security by Design practices across multiple teams, ensuring all teams and operations meet the highest security standards. Develops strategies to ensure all team members adhere to security standards. Leads and accelerates AI adoption, ensuring the team is skilled, empowered, compliant, and consistently applying AI to deliver faster, higher quality, and more efficient support. Evaluates broader readiness strategy and drives the execution of plans to ensure organizational alignment. Ensure Knowledge Management time and capacity through support readiness, driving adoption, and recognizing contributions. Manages and mentors multiple teams in developing and delivering readiness materials to enhance knowledge capabilities across the organization. Promotes innovation in using AI and other insights to elevate team capability and support ongoing learning. Leads the strategic implementation of readiness programs, contributing significantly to the content and readiness strategy, and ensuring these efforts align with organizational goals. Coordinates efforts and acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques. ## Requirements - 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 OR equivalent experience. - 5+ years people management and/or informal/indirect team leadership experience. - Proficiency in English, with the ability to read, write, speak, and communicate effectively in a professional business environment. - These requirements include, but are not limited to the following specialized security screenings: - Bachelor's Degree in Computer Science, Information Technology, or related field AND 12+ years operational excellence, delivery management, account management, or vendor management experience OR equivalent experience. - 3+ years people management and/or informal/indirect team leadership experience. - Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)