Software Support Manager-Full time job in Broomfield
Posted by: "Brittany Hanlen" bhanlen@zoll.com
Support Manager
** Manage a team of direct reports within the Support department.
These groups may change over a period of time with strategic alignment
of the group. You would need to be flexible with the teams you
supervise. The objective would be to limit these changes to alleviate
impact to our team members.
** Perform annual employee write-ups and reviews for your direct
reports. This will require feedback from the Director of Support and
Tier 2's where applicable.
** Motivate and drive team morale and retention efforts across
support team and with individual direct reports.
** Attend product meetings for your respective products and
alternate with other supported product meetings weekly.
** Perform Call observations and Ticket quality checks for your
direct team and overlap where needed with Support Director.
** Deal with escalated situations from phone calls to ticket
follow up on an as needed basis.
** Work strategically with the Support Director to create, deliver
and drive new processes and procedures within the Support organization.
** Work directly with the Support director to determine budget
activities for current monthly forecast as well as annual budget
planning.
** Manager the Risk Assessment Team compliance activities.
** Share on call duties with Support Director to ensure escalation
point coverage for Tier 2 technicians.
** Perform timecard duties for all Support staff.
** Share responsibilities with entrance to Support activities from
PMO with Support Director.
** Participate in RFP responses and meetings for new business.
** Support the vision, direction and culture of ZOLL, Operations,
and Support as directed by upper management.
** Receive assigned activities and tasks from the Support Director
as needed.
** Tracking and maintaining metrics for various areas of the
support team to be determined with Support Director.
Brittany Hanlen
Sr. Recruiter
Data Management Products
bhanlen@zoll.com
303.225.1484 Phone
303.801.1834 Fax
11802 Ridge Parkway
Broomfield, Colorado 80021
U.S.A.
www.zoll.com
For a list of our current openings please visit:
http://zolldata.iapplicants.com/
