Executive Escalations Manager
Core
Independently resolve complex hardware and software technical issues for customers, guide them proactively, and coordinate work on intricate requests.
Role type
Senior IC technical support manager
Builds
Mission-critical support responses and process improvements for hardware/software products
Domain
IT Infrastructure & Hardware Support
Deliverable
client delivery
Required skills
Root cause analysis, technical troubleshooting, process improvement, team mentoring, stakeholder coordination
Preferred skills
ITIL certification, automation, Agile methodology
Technologies
Active Directory, Microsoft Office 365, Microsoft Windows 10, Operating Systems
Responsibilities
Resolve complex technical problems related to hardware and software; perform root cause analysis of outages; mentor lower-level support roles; coordinate departmental work and lead complex requests; establish trusted relationships with customer accounts; provide comprehensive responses on product features and warranty coverage.
Seniority
Senior, hands-on IC with leadership responsibilities