Technical Support Manager - Premier

General Information

Req #

WD00071968

Career area:

Services

Country/Region:

United States of America

State:

North Carolina

City:

Morrisville

Date:

Tuesday, October 15, 2024

Working time:

Full-time

Additional Locations:
* United States of America - North Carolina - Morrisville

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit , and read about the latest news via our StoryHub .

Description and Requirements

As the Sr. NA ISG Premier Support Manager, you will lead and manage the premier support team for the Infrastructure Solutions Group (ISG) in North America. Your responsibilities include developing and implementing strategies to ensure the highest level of customer satisfaction and retention. You will monitor and analyze team performance, create, and maintain team schedules, and train and mentor team members to improve their technical skills and customer service abilities.

You will collaborate with cross-functional teams to identify and resolve complex technical issues for clients, develop and maintain strong relationships with internal teams and key clients, and stay updated on industry trends and advancements in technology. Additionally, you will develop and implement customer service policies and procedures, monitor and report on key performance metrics, and act as a point of escalation for complex or high-priority customer issues.

The ideal candidate for this role should possess strong team management, quality improvement, and organizational skills. They should be adept at managing priorities and have a knack for problem resolution. It is a position that requires both operational excellence and a strategic mindset to continuously enhance the customer support experience and maintain Lenovo's competitive edge.

This role requires the candidate to be local to the Morrisville, NC. Also, the employee will be required to adhere to our 3:2 hybrid work schedule.

Job Responsibilities:

• In this role, you will be responsible for managing a dispersed premier support team for our Infrastructure Solutions Group (ISG) in North America, ensuring the highest level of customer satisfaction and delivering exceptional support to our clients
• Develop and implement strategies to ensure the highest level of customer satisfaction and retention
• Monitor and analyze team performance and implement corrective measures as needed
• Create and maintain team schedules to ensure adequate coverage and support for clients
• Train and mentor team members to improve their technical skills and customer service abilities
• Collaborate with cross-functional teams to identify and resolve complex technical issues for clients
• Develop and maintain strong relationships with key clients to understand their needs and provide tailored support solutions
• Monitor and report on key performance metrics, including customer satisfaction, response time, and issue resolution rate
• Act as a point of escalation for complex or high-priority customer issues
• Conduct regular performance evaluations and provide feedback and coaching to team members
• Manage team budget and resources effectively to ensure optimal performance and cost efficiency
• This position will have one manager that will report directly to you

Basic Requirements:

• Bachalors degree or equivalent experience
• 3+ years of experience in management
• 3+ years of experience in infrastructure technical support (Server, Storage, or Cloud solutions)

Preferred Requirements:

• Effective communication skills, both written and verbal
• Superior customer service skills
• Ability to adapt quickly and pivot to resolve clients' issues
• Strong leadership skills and experience to drive training, coaching, and performance management
• Ability to prioritize in a fast-paced, dynamic work enviorment

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations:
* United States of America - North Carolina - Morrisville

* United States of America

* United States of America - North Carolina

* United States of America - North Carolina - Morrisville

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.