Manager , Technical Support - GTS , Windows

Shift : Rotational Shift ( Weekend Included )Job Profile SummaryProvides leadership and direction for the delivery of pre and post-sales services and support to clients and customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. Career Level SummaryManages professional employees and/or team leads Has accountability for the performance and results of a team within own area of specialty Adapts functional area plans and priorities to address resource and operational challenges Decisions and problem solving are guided by processes, procedures and functional area plan; receives guidance from senior management Provides technical guidance to employees, colleagues and/or customers Critical CompetenciesBusiness Insight: Utilizes knowledge of practices and approaches for managing the function as a viable business entityUtilizes knowledge of the organization’s business model and operations to drive projects and analyses that support the organization’s missionApplies advanced understanding of the policies, practices, trends and information that impact the organization and its customers to anticipate and plan for each step of a complex projectDemonstrates understanding of the financial impact of decisions/solutions to drive projects and analyses that support the organization’s mission Systems Thinking: Takes a whole systems approach to analyze business issues and implements holistic solutions, ensuring that linkages between structure, people, process and technology are madeFacilitates collaboration with different stakeholders with varied perspectives to develop effective solutions to issuesStrives for optimum organizational efficiency by applying systems thinking across boundaries and making recommendations about policies/ processesTakes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made Experience Requirements7 - 9 years of relevant work experience of progressve responsibility involving customer service Experience indirectly leading teams or guiding less experienced resources Demonstrated ownership in some leadership tasks or progressive development through leadership training is desired. 2 years management experience is required if the candidate has no technical experienceAbout Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.