The IT Support team is primarily accountable for the delivery, operation and support of end user computer technologies. We do this by understanding and advocating for our customer on behalf of ourselves and partner teams - identifying support defects, partnering with IT Services’ cross-boundary service owners and driving enhancements customer’s productivity. Our customers may engage support via phone, chat, trouble ticketing or other internal platforms. We oversee quality assurance processes to ensure content safety for all audiences/end users.
As IT Remote Support Manager of Moderation, you will have the responsibility to manage and lead a team of highly skilled technical support specialists and moderators. You will be an excellent communicator that finds innovative ways to improve the customer experience. Have a background in the development and management of remote support groups, international support groups and 24 x 7 support operations. Extensive expertise in developing and driving metrics to measure the effectiveness You will hold service owners accountable to resolve issues on behalf of your customers driving to root cause. You will also guide the team in on-boarding the support of new applications into the remote support function as well as increasing the level and depth of support the team can provide for existing applications, removing operational burden from engineering team.
The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to become legends! They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.
Responsibilities include:
· Leading a team of Central Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonian's.
· Coordinating a variety of projects in a highly operational environment.
· Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
· Defining and tracking metrics and key performance indicators to raise the bar in team performance and customer service.
· Hiring, developing, and retaining great talent.
· Reducing contacts through process improvement and root cause analysis.
· Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
· 5+ years experience managing a large enterprise client support team (IT helpdesk, service desk support preferred).
· Strong communication and business acumen and the ability to ensure a consistently high level of customer satisfaction.
· Superior technical aptitude, written and oral communications skills, project management and the ability to deal effectively with people at all levels (technical and business audiences) and in different situations. This includes the ability to develop clear, concise documentation.
· Proven ability to operate in an extreme high pressure dynamic fast paced situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
· Robust troubleshooting and strong analytical skills with demonstrated problem solving ability required.
· Skills and proven record in leadership and management.
· An understanding of enterprise IT systems such as Exchange and Active Directory, as well as exposure to a wide variety of technical products and issues.
· Experience and/or qualification relating to but not limited to: Linux, Cisco, ITIL, and Microsoft
· Linux troubleshooting experience
· Experience in ITIL Framework
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.
