Manager, Technical Support - Focused Services

• Lead daily operations of a team of Technical Support Engineers in line with the company goals and objectives
• Ensure that your engineers have the resources and processes necessary for successful and sustained performance
• Provide mentorship and direction to your team to deliver on company goals and objectives and improve opportunity, such as response time and resolve time objectives
• Directly provide and ensure appropriate technical and soft skills training and mentoring
• Set team goals in-line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organization objectives
• Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations
• Assist your team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations
• Build positive relationships with sales, customers and partners

Qualifications

• Experience in leading a Technical Support Engineers team, or similar
• People management experience
• Superior project management skills
• Demonstrated ability to effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
• Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
• Technical experience in the Network Security and Cloud Security Industry is desirable
• Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco) is desirable
• Enterprise support and service delivery experience preferred