Technical Support Manager

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Description:

Our flagship service, Hewlett Packard Enterprise (HPE) - Complete Care (CC), addresses specific datacentre support needs, offering the most comprehensive support solutions available. Designed for businesses intolerant of downtime, CC Services provide customized, high-reliability solutions crucial for safeguarding critical business outcomes. Clients invest in CC Services at a premium because their operations depend on our unwavering support.

At the heart of our support infrastructure is the Advanced Solution Center (ASC), a critical hub staffed with expert technicians possessing a mission-critical mindset. The ASC ensures rapid restoration of customer operations, minimizing downtime through proactive and reactive IT support services. Built on an ITIL-based framework of integrated processes and best practices, ASC maximizes IT solution availability and performance. We're currently seeking a technical support manager to drive end-to-end resolution of critical issues for HPE Enterprise customers, offering an exciting opportunity to make a significant impact.

Roles and Responsibilities:

• Manage team responsible for providing remote hardware, systems, sub-systems and/or other applications support for customers according to contractual service levels.

• Plan, direct, and monitor operational/tactical activities of team.

• Meet business and operation targets.

• Recruit and support development of direct staff members.

• Handle customer escalations.

• Establish relationships with customers and other functional managers.

• Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.

• Support readiness to the South Pacific region services delivery.

• Develop the technical competency to the team

• Exceed team member experience expectations

• Foster an environment where everyone's views and ideas are heard, valued promoting HPE DEI values.

Education and Experience Required:

• Minimum Bachelor's degree or equivalent experience required.

• Five years of related experience in the computer customer support industry with proven managerial abilities desired.

• People management experience

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#australia

Job:

Services

Job Level:

Manager_1

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.