Manager, Technical Support Delivery

About the Role

We are looking for a passionate hands-on leader to manage a team of technical support specialists. You are a leader, a coach, and a mentor with a growth mindset who demonstrates expertise to challenge the status quo, find opportunities for positive change, and work with your partners to ensure sustainable business success for Workday. If this sounds like an exciting role, read on to learn more!

Responsibilities :

Lead and develop a team of support specialists

Develop the team’s day-to-day operations, lead and prioritize feature work, serve as leader during critical issues, etc.

Serve as technical lead for sophisticated and exciting technical issues and provide support and guidance to the relevant engineering teams for critical issues

Establish work procedures and processes according to company standards

Constantly implement and optimize team’s processes to improve productivity and efficiency

Promote self-service plans to reduce the number of cases and improve efficiency

Continuously supervise and adjust critical metrics to meet company's contractual agreements

Onboard and mentor new employees, enrich team training and knowledge management processes

Guide, mentor, and enable development for team members to be a highly motivated and engaged team that delivers exceptional results

Work closely with Customer Success Teams

Push to improve the Workday product, by raising support-related concerns, issues and improvement feedback to all relevant collaborators (Product, R&D, Management)

About You

Basic Qualifications

6+ years of hands-on experience as a technical support engineer or as a developer

2+ years of managerial experience for a team of 5+ people

Other Qualifications

Natural “Can Do” approach and high sense of urgency and responsiveness

Experience in providing services to agreed SLA’s

Excellent technical, diagnostic, and problem solving skills with a data driven approach

Familiar and hands on with a variety of technologies, including databases (MongoDB, SQL), logging and search (Kibana), monitoring tools (Grafana), coding and scripting (Python) and more

Ability to lead tasks and priorities under high pressure and with a good sense of decision making

Excellent customer service skills with previous experience in a client facing role

Strong verbal and written skills and good interpersonal skills

You are proactive and able to deliver on initiatives

You demonstrate the interpersonal skills needed to positively influence important issues or decisions in a multi-functional environment

You have the ability to communicate technical complexity in simple terms to both technical and nontechnical audiences

Experience supporting team members career growth and development