Description -

Job Summary
• This role is responsible for supervising teams engaged in providing remote service, customer access, pre-sales, and post-sales activities related to business systems and application problems. The role oversees support-level employees, offering coaching and guidance to enhance skills and task proficiency. The role ensures operational excellence by monitoring performance metrics and addressing routine escalations while collaborating cross-functionally for efficient project delivery and driving successful outcomes. The role also contributes to the development of functional strategies aligned with organizational goals.

Responsibilities
• Supervises the daily work activities of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers.
• Oversees and manages the day-to-day activities of support-level employees, ensuring compliance with policies and guidelines, and prioritizing tasks to meet team objectives.
• Leads a team of non-exempt contributors, offering coaching and guidance to enhance task and skill proficiency.
• Offers services across standard, specialized, and complex systems, maintaining a primarily tactical role.
• Ensures operational excellence by closely monitoring key performance metrics, ensuring successful achievement of team objectives and contractual commitments.
• Addresses and monitors routine escalations, taking appropriate actions to resolve issues as needed.
• Partners with business to drive growth and ensure efficient and effective delivery on the functional commitments.
• Identifies, communicates, and manages potential gaps/areas of improvement in solution and business architecture.
• Assists in developing functional strategies that align with the organization's overall goals and objectives.
• Engages in cross-functional collaborations for efficient project delivery, enhancing troubleshooting efficiency and user experience, thereby driving successful outcomes.

Education & Experience Recommended
• Four-year Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of job-related experience and 0-2 years of management experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications
• ITIL Certifications

Knowledge & Skills
• Amazon Web Services
• Automation
• Computer Science
• Customer Relationship Management
• Customer Support
• Debugging
• Java (Programming Language)
• Linux
• Operating Systems
• Product Support
• Python (Programming Language)
• Root Cause Analysis
• Scripting
• Software As A Service (SaaS)
• SQL (Programming Language)
• TCP/IP
• Technical Services
• Technical Support
• Unix
• Workflow Management

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts immediate team and requires basic understanding of the family group’s role in HP organization.

Complexity
• Applies company policies and procedures to resolve routine issues.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"