Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.
About the role
- Senior Manager leading world-class technical support teams at Red Hat. Overseeing complex customer environments and driving innovation in support delivery.
Responsibilities
- Provide leadership and management to multiple global support teams and senior individual contributors, aligning support activities with global strategic goals
- Develop strategies and action plans for achieving global support objectives, driving innovation in support delivery and customer satisfaction
- Lead the resolution of complex and high-impact global issues that require leveraging advanced knowledge of international trends, cross-regional dynamics, and collaboration across multiple support teams
- Partner with senior leadership to align global support processes and initiatives with broader business strategies while addressing varying regulatory environments across regions
- Oversee performance management, budgeting, and resource planning to optimize support team performance and financial results
- Build productive external relationships with global customers and industry stakeholders to enhance support services and effectiveness of support services worldwide
Requirements
- Experience in a Linux, Storage, Cluster HA, FileSystem environment
- Ensure your team understands and applies guidelines for the ethical use of AI within the team, addressing concerns such as data privacy, bias mitigation, intellectual property, and responsible disclosure
- Manage a group of over 50+ Support Engineers
- Knowledge of ITIL Framework, Ticketing systems, etc
Benefits
- Comprehensive medical, dental, and vision coverage
- Flexible Spending Account - healthcare and dependent care
- Health Savings Account - high deductible medical plan
- Retirement 401(k) with employer match
- Paid time off and holidays
- Paid parental leave plans for all new parents
- Leave benefits including disability, paid family medical leave, and paid military leave
- Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
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