Manager, Technical Support

Location CZ-Brno
Posting date 1 week ago(3/14/2018 4:10 AM)
Job ID
Technical Support, Technical Training

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

Come use your people and communication skills to become the face of Red Hat Training. The Red Hat Global Learning Services team is looking for a Manager to join us in Brno, Czech Republic. In this role, you will manage a global team of technical support specialists providing level 1 and level 2 support for Red Hat trainings delivered in various modalities like virtual training and self-paced online training. You will be responsible for motivating the team to deliver exceptional learner experience. You should have excellent strategic and influencing skills to successfully collaborate with peer managers, global stakeholders, and a talented team with a wide range of skill sets. Previous experience in training business and ticketing tools like Salesforce and ServiceNow is highly desirable.

Primary job responsibilities

  • Accomplish technical support human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
  • Improve learner experience quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes
  • Be responsible for managing all key business metrics that directly impact learner experience
  • Highly focused on leading team KPIs and business SLAs
  • Build a high performing team; set goals, delegate work, hold team accountable develop and empower direct reports to make decisions and take action
  • Document known issues and solutions and ensure adequate timely internal communication of problem resolutions; convey customer feedback to management
  • Provide managerial guidance to the team on customer escalations to ensure necessary action towards problem resolution
  • Be responsible for improving the overall quality and efficiency of the service we deliver to our customers as means to improve learner experience
  • Participate in monthly business reviews

Required skills

  • Full-time graduate with impressive academic records
  • 5+ years of experience as a direct people manager in managing an enterprise technical support team
  • Familiarity with tools like performance management, ticket management, knowledge base, and escalation management
  • Impeccable verbal and written communication skills
  • Adept in reports and business presentations
  • Readiness to work outside normal Indian business hours based on business requirements
  • Expert talent management and performance management skills
  • Ability to interact effectively with internal and external partners and customers
  • Ability to communicate effectively at all levels including senior management and executives
  • Flexible to manage multiple projects and teams successfully in a fast-paced, growing business
  • Capable of grooming a team that can guide detractors and passives to promoters and advocates of Red Hat Global Learning Services
  • Experience in technical training Industry is a plus

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.







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