Sr. Manager, Customer Support

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Manager on our Enterprise Technical Services team in Plymouth.

RESPONSIBILITIES Manages one or more groups or departments in an area of functional, technical or product expertise. Provides technical problem support, management, resolution and communication. Provides customer support for complex technical issues and problems. Accountable for operational results in terms of department performance standards/metrics, customer satisfaction and budgets/expenses. Drives the management and execution of technical support programs, personnel, projects, products, performance metrics/standards as well as strategic policies and directives for assigned areas. Requires complete functional knowledge and awareness of company goals and objectives. Analyzes issues and trends regarding programs, products, process, and standards/metrics, and makes recommendations. Develops and implements modifications and enhancements per director level approval. Drives the scheduling, work plans, technical direction, staffing, performance management and development of direct reports and department in assigned areas. Ensures that technical support programs are current regarding upgrades, new product releases, trends, practices and cost. May recommend new approaches to providing support. Manages and oversees first level managers responsible for the activities of individual contributors and/or supervisors in one or more group(s) or departments. Assists with short and long term planning and strategy for assigned area(s). Serves as primary liaison with other higher level managers, internally and externally, to ensure that assigned area(s) anticipate and meet internal and external needs, operates efficiently, remains cost effective and acquires appropriate information to meet customer needs and generate accurate reports. Ensures that upper level management is aware of issues regarding programs, projects, products and customers. Role requires significant degree of on site customer contact. Six Sigma experience and the ability to drive change and efficiencies in an organization strongly preferred

Developing future leaders in our organization and managing projects or initiatives at a site, region or global level

Typically requires 12+ years of related experience in a professional role with a Bachelor’s degree; or 8+ years with a Master’s degree; or 5+ years with a PhD; or equivalent experience

• 1-2 year senior management preferred
• 5+ years contact center experience including ownership of entire site

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.