• Technical Support Team Leader - Platform Management

    Location IE-Cork
    Job ID
    2019-3975
    Category
    Product Services
    Position Type
    Regular Full-Time
  • Overview

    Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.

     

    We are currently looking for an Enterprise Technical Support Team Leader to join our EMEA Platform Management Support team located in Cork, Ireland. Our people are the most critical component of our long-term success which is why we’ve created an extensive benefits package for all team members.

     

    A challenging career opportunity is open for a versatile team leader with a vision for creatively using proactive support, knowledge sharing and business acumen in a global, rapidly-evolving Technical Support organization. This role engages with senior leaders in Support while interfacing with business unit leadership to help guide the best possible customer experience.  You will help design and develop strategic zero demand initiatives that improve the bottom line, provide more value to customers via proactive support to accelerate maintenance revenue growth, ensure effective service delivery, and expedite Quest’s business transformation.

    Responsibilities

    Reporting to the Technical Support Manager, the Team Leader assists with planning, organising, and leading the technical support team for the Quest Platform Management suite of products in order to provide unrivalled technical support for our customers and prospects, meet contractual response times, and ensures that team members are exceptionally customer focused, responsive, dependable, technically excellent and team oriented.

     

    -        Attracts, hires, retains, organizes, develops, leads, recognizes, and rewards a motivated workforce           capable of achieving short and long-range business objectives within company policies and                       procedures.

    -        Leads and participates in working with other Quest departments to provide proactive, responsive,             and timely solutions to customer and product issues.

    -        Leads and participates in the management of customer case escalations.

    -        Participates as a proactive member of the Techncial Support management team by setting high                 standards throughout the Technical Support department and contributes to the company as follows:

    • Meets or exceeds short- and long-term global operating results.
    • Takes accountability and resolves any issues preventing the achievement of timely, quality, and cost effective results.
    • Takes strategic risks toward achieving operational excellence.
    • Maintains high standards of excellence and strong work ethics.
    • Ensures appropriate systems, policies, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.

     

    Qualifications

    • Prior Technical Support team leader experience/proven track record in a fast paced highly technical environment.
    • Be familiar with Support methodologies and a proven track record of high performing technical service-orientated teams.
    • Experience in assisting to build and growing Support delivery teams
    • Prior customer facing role with good interpersonal skills (written and spoken)
    • Experience of managing or leading teams across multiple geographies
    • Educated to degree level
    • Ability to work flexible hours
    • Ability to travel for customer and office visits
    • Technical writing skills
    • Desirable technical skills:
    • Knowledge of and experience with Support delivery tools such as Siebel CRM, OBIEE Analytics, SalesForce.com, Oracle Financials, LiveHelpNow Chat, GoToMeeting and WebEX is an advantage.
    • Desirable technical skills:
      • Knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM)
      • Active Directory – an understanding of the fundamentals of Domain/Forests, Managing/Creating accounts and working with Policies
      • An understanding of Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
      • A knowledge of the fundamentals of Exchange 2010, 2013 or 2016

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