Senior Manager – Technical Services

Senior Manager – Technical Services

Requirements

• A minimum of 7-10 years of experience in customer-facing, technical support role
• At least 5 years of management experience
• Must be willing to work the following shift: Monday – Friday from 8am – 5pm EST.
• Excellent communications and organizational skills
• Experience recruiting technical talent and developing a strong team and leadership bench
• Track record of managing high performing and engaged teams
• Proven ability to resolve customer and employee problems, complaints and issues utilizing appropriate internal and external resources
• Prior support experience in technical industry
• Experience working across multiple teams in developing procedures, policies, improving operational efficiencies, etc…
• Successfully established and deliver operational directives for two or more teams/departments
• Change management experience is required
• Knowledge of ITIL concepts is preferred (ITIL Certification is a bonus!)
• Bachelor’s Degree or equivalent years of experience

Responsibilities

• Supervision of 1-5 managers/team leads and a direct team of individual contributors
• Provide guidance, mentorship, and development to Managers, Team Leads, Coaches, peers and other direct reports
• Ensure priorities and goals for their functional area or areas are clear and in obvious alignment with Pure’s corporate goals, and with the more general goals and priorities of Pure Technical Services.
• Work with Managers to ensure goals cascade to all individual contributors in a way that facilitates organizational clarity
• Develop strategies and execution plans for support delivery, and future service differentiation with management peers
• Collaborate across functions with peers in other organizations to accomplish shared goals as one Pure team
• Partner with peers and management on talent, diversity & inclusion and development guidelines
• Ability to fully understand and be able to effectively communicate the state of the business
• Participate in or contribute to projects as assigned
• Cultivates career development of staff members through coaching, training, performance evaluations and appropriate job assignments; maintains technical competence and leadership and establishes management succession.
• Identify, lead and execute on projects
• Champions initiatives to resolve critical processes and technological-related issues.
• Working cross-functionally across Pure Storage to drive/develop initiatives
• Partner with recruiting to set priorities for hiring
• Responsible for helping resolve internal conflicts
• Schedule regular team meetings, guide direct reports in determining team goals, assist in creating a path for growth and success.
• Mentor managers on how to be effective in team management and effectively provide feedback
• Build strong relations with key technical influencers and decision makers within the organization.

Preferred Qualifications

• Knowledge of ITIL concepts is preferred (ITIL Certification is a bonus!)