Manager, Technical Support - VMware

JOB TITLE: Technical Support Manager, Private Cloud VMware FUNCTION: Technical Operations JOB SECTION:BUSINESS UNIT: Global Technical SupportCareer Profile: The Technical Support Manager, is responsible for building and supporting a team of highly motivated engineers in their pursuit of excellence.The Technical Support Manager is a highly motivated individual with a proven track record in delivering FANATICAL support and building successful customer outcomes.Must possess exceptional management and people skills with the ability to engage and motivate engineers.Manages personnel activities of staff, including but not limited to (i.e., hires, mentors, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary).Provides direct team leadership and coaching to a support team charged with designing, deploying and managing business operations that support internal operational segments.Expected to strategically design objectives 6-12 months out and ensures team goals align to achieve said objectives.Expected to lead by example and have a deep commitment to both exemplary customer service and Racker support.Works cross-functionally with other business leaders and works on business issues that affect and improve Rackspace as a company, in addition to their team’s goals.They are expected to support aligned Product and Marketing teams to assure competitiveness and supportability of Rackspace’s VMWare products. Technical Support Manager, Private Cloud VMwareFLSA STATUS: Exempt Key Responsibilities • Regularly partners with other organization leaders to strategize, develop and execute business goals and objectives. • Accountable for the performance and deliverables of the functional area. • An advocate for customers and customer success teams in communicating platform concerns and feedback to internal teams and leadership. • Coordinate multiple internal and external parties through influence, personal credibility, and thought leadership• Partners with Product Managers and Engineers to ensure new product releases are standardized and the operations team can adequately support the product. • Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. • Regularly review company and functional area objectives confirming alignment and adjusting goals as needed. • Applies gained business acumen when approaching situations and assessing risks to achieve successful outcomes. • Monitors and maintains quality control standards. Functional Area leader will continue to partner with standardization teams and other leaders for adherence and improvements. • Strategically analyzes operational processes, business procedures and performs assessments for identifying opportunities for customer success improvements and value add to the customer/clients.• Drives changes in procedures, systems or processes that would increase productivity and better serve customer requirements. • Helps develop support training and documentation, ensuring the team is equipped to provide a consistent Fanatical experience. • Experienced in handling multiple tasks, and able to prioritize and highly varied work level in order to maintain required productivity levels.• Leverages internal and external teams to develop and accomplish organizational objectives. • Works with finance and other leadership to develop and manage a multimillion-dollar budget. • Provides input in establishing the budget and manages adherence.• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.• Interacts with senior internal and external personnel.• Selects, develops and evaluates personnel to ensure the efficient operation of the functions of the team.• Provides guidance and supervision to global team. Key Requirements • 8+ years of experience leading complex, enterprise-scale, IT or technical or engineering programs and projects• 2+ years of experience leading highly motivated, highly effective teams. • Proven track record of being detail-oriented with a demonstrated ability to self-motivate and follow through on projects • Bachelor's Degree in engineering, technology, science, math, business, or equivalent experience• Excellent written and oral communication skills spanning business and technical disciplines to meet unique customer requirements quickly• Experience in a 24x7 operational services or support environment • Self-motivated problem solver who thrives in an expansive and customer-focused environment• Analytical, technically proficient, and able to learn new products and tools quickly • Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, and adaptive to change• Significant experience in cloud and managed services, you will have a deep understanding of the role of embedded services organizations• Experience in Vendor Relationship Management and influencing change to meet business needs supervision• Manages small to medium sized teams across multiple geographies.• May receive minimal instruction.• Assists Supervisor in coaching and developing team. Serves as back-up to the Supervisor position. Physical Demands • General office environment. • Alternative schedule may be acquired as needed. • Participation in On-Call schedule required as part of 24x7x365 support model. • High levels of stress may occur when ensuring needs of department is met. • May require long periods sitting and viewing a computer monitor. • No special physical demands required. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.About 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.