Manager, Technical Support - UK at Delinea

Delinea

Home Office (Belfast)·6d ago

ManagerFull-timeRustAWSAI

Salary Range

$163,200 - $220,800 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for an experienced and self-driven Technical Support Manager to join our outstanding team at Delinea. This individual will lead a team of engineers responsible for analysis and resolution of issues across our platform, ensuring customers receive a world-class experience.

Key Responsibilities

→Provide world-class support to our EMEA customer base
→Train and motivate a team of Support Engineers
→Foster and leverage key relationships inside Delinea to solve customer issues quickly
→Develop and present executive-facing reports summarizing situational updates and analysis
→Proactively engage with executives to improve customer relationships
→Conduct post-mortems to determine root causes of critical escalations
→Evaluate staff performance and provide coaching and development guidance
→Implement KPIs to measure progress at individual and team levels
→Perform trending and analysis of escalations to ensure quality service delivery
→Conduct onsite customer visits as required

Requirements

✓BS degree or equivalent (Computer Science/Computer Engineering preferred)
✓8+ years of experience in an Enterprise Customer Support Organization
✓Minimum 5 years of direct personnel management experience
✓Experience with process improvement methodologies like ITIL, Six Sigma
✓Excellent English communication and presentation skills
✓Knowledge of Microsoft Active Directory, Kerberos, LDAP, and directory technologies
✓Strong technical aptitude with Single Sign-On, SAML, *Nix systems, and MDM concepts
✓Prior experience with Delinea products is a plus
✓Ability to travel on occasion