Technical Team Manager

Customer Relationship & Support Gurgaon, India


Description

  
JOB TITLE:  Technical Team Manager – Support Specialist Team

FUNCTION:  Management

JOB FAMILY:  Technical Support

Rackspace is at a very exciting point in its history, making large acquisitions and bringing even more talent on board.

If you would like to be part of this journey, working with the industry’s best, why not join the Technical Support group here in India.


JOB DESCRIPTION:

Rackspace is seeking a leader for our Support Specialist/Service Desk team. The successful candidate must have strong people management, operational & leadership skills.  Rackspace is known for our *Fanatical Support, and that starts the first time our customers engage with us.  The successful candidate will be responsible for a team delivering timely, high-quality service to our customers, as well as working with peers globally to drive change across the whole of our Support Organization.


The role encompasses
:
• Management and development of a technical team
• Driving customer value in frontline
• Oversight of quality and standards
• Ensuring swift routing of work to second line teams where appropriate
• Proactive recommendations for global operational improvements
• Execution of process improvements
• Use of industry recognized standards


JOB REQUIREMENTS:

Management of all aspects of a team including:
• Delivery of optimal customer service – Fanatical Support
• Minimization of downtime via proactive technical intervention
• Technical and customer facing development of all members of the team
• Rapid and effective fault fix processes
• Continual Process review
• Management of team bonus and commissions structure
• Setting team targets and managing/monitoring performance accordingly
• Maintaining a motivated, engaged team
• Management of second level escalations providing timely resolutions and implementing action plans as required
• To present and promote Rackspace to existing customers through meetings and visits
• To create and maintain a skills matrix of the team and deliver training plans for individuals
• Carry out regular performance reviews and objectives setting, including regular 1:1 session
• Ensuring integration of new team members, including development of Rackspace culture
• To create close working relationships with leadership teams globally
Success Indicators 
• Customer Experience – at top level NPS, various metrics underneath to understand performance
• Racker Experience – we survey our Rackers, we also look at how they are engaged through development plans, one2ones, training and more
• Team Performance – Ensuring we drive great behaviors and accountability
• Hiring and Onboarding – Bringing in talent and delivering effectively
• Performance Management through one2ones, performance reviews, etc.
• Owning and driving personal development plan
• Strong relationships globally with peer group
• Outcomes associated with any change you may be owning or contributing to


PERSON SPECIFICATION:  

Technical/Professional Skills, knowledge, expertise, Qualifications
• Experienced operational people manager
• Demonstrable customer service excellence
• Exceptional people skills, the ability to engage and motivate staff
• Results oriented, well organized
• Budget management, cost-conscious, business acumen
• Mentoring, coaching and training
• Strong communications skills, written and oral
• Demonstrable ability to setup, lead and deliver projects
• ITIL Certification preferred.


About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.