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Manager, Technical Support Services

Date: Nov 16, 2022

Location: Stockholm, SE, 111 23 Amsterdam, NL, 102 KE Nashua, US, 3063 US New York, US, 10003 Chicago, US, 60606 Berlin, DE, 10176 Austin, US, 78705 Minneapolis, US, 55401 US London, GB, SE1 9PG

Company: Optimizely

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

Introduction

The Manager, Technical Support Services provides leadership for a key functional area of Optimizely’s Technical Support Services (TSS) team or for a local regional office. The teams managed by the Manager, Technical Support Services may be in one local region or may be globally distributed in one or more of our primary regional service centers: US, EMEA, APAC. The Manager, Technical Support Services is responsible for all staffing, system, process, and KPI aspects required to achieve and surpass SLA’s and customer expectations for their functional area or regional team.. This role is also an escalation point both internally within the Optimizely organization as well as externally with our customers and partners. The Manager, Technical Support Services may need to manage virtual and remote teams and so some activity outside of normal local working hours and occasional travel to visit remote teams will be required. The Manager, Technical Support Services will also participate in regular review and management activities with individual regional teams as well as in regular business review meetings with other functional owners and TSS leadership. This role will also contribute to strategic planning for their respective functional areas and participate in Continuous Service Improvement activities.

Job Responsibilities

• Supervising and providing leadership to build and maintain a strong team through effective communications and coaching.

• Ensure ticketing queues are properly and efficiently managed and SLAs are met or exceeded.

• Develop ticketing procedures and guidelines and ensure they are followed.

• Accountable for meeting and exceeding team KPIs.

• Continually assessing the service level and providing recommendations for improving operational performance.

• Contributing to building and maintaining a positive work environment and promoting frequent communication among all team members.

• Evaluating local staffing schedules to ensure adequate coverage including on weekends and holidays.

• Handling escalations from support engineers, and providing oversight and assuming accountability for all escalations.

• Addressing disciplinary and/or performance problems according to company policy.

• Ensuring employees have appropriate training and other resources to perform their jobs.

• Embrace, promote and leading continuous improvement efforts.

• Provide strategic and operational leadership of all functions within their respective functional area.

• Recruit, train and develop a superior staff. Train staff in the use of industry best practices, established engineering methodologies and documented procedures.

• Oversee regular operational reviews, including performance reporting and continuous improvement progress.

• Assess performance, develop improvement plans, and implement solutions to drive continuous improvement for desktop services

• Transforming functional teams to be more proactive, predictive and customer focused

• Provide leadership for local office team members and liaise with regional management on local topics such as facilities, security, team building etc.

Knowledge and Experience

• Ability to lead and motivate a staff of employees.

• Minimum 3 to 5 years operational experience leading or managing teams • Must possess a sense of urgency and passion for customer service.

• Strong written and verbal communications skills.

• Superb troubleshooting and analytical skills.

• Must demonstrate the ability to address problems quickly.

• Ability to work independently with minimal supervision while focused on delivering results set forth by management.

• Excellent organizational skills.

• Ability to handle and prioritize multiple tasks while maintaining attention to detail.

• Excellent coaching and mentoring skills.

• Skilled at talent management including assessment, deployment, development, reward and retention.

• Flexibility to occasionally work outside normal business hours including weekends.

• English Speaking (C1 at least).

Education

• Bachelor’s degree in Computer Science, IT or Telecommunication, or equivalent working experience.

• ITIL foundation training and certification preferred.

Competencies

Assembling Talent
Championing Customer Needs
Driving for Results
Inspiring and Motivating Others
Managing Performance

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

 

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