Managers in this role get to: Impact the Bottom Line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targets. Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team. Influence the Lives of Others: Coach and mentor Consultants, providing feedback and performance management. Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers. Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time.
- Utilize Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes.
- Analyze and advance complex technical issues to support the team.
- Ensure customer feedback is properly channeled into Product Management and Research & Development
- Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with the support team to get the content added so it can be re-used.
- Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations
- Manage and mentor a team of technical support engineers, providing regular coaching and performance feedback.
- Oversee the daily operations of the support team, ensuring adherence to service level agreements (SLAs) and quality standards.
- Develop and implement support strategies, processes, and procedures to improve efficiency and customer satisfaction.
- Monitor key performance indicators (KPIs) and report on team performance to senior management.
- Handle escalated customer issues and act as a point of contact for high-priority technical problems.
Our most successful candidates will have: - Be able to work in MS Office - Be able to work in a fast-paced environment - Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player - Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements - Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
- Minimum of 2-4 years’ experience in supporting a tech program.
- Experience in managing a team of 10 to 15 TSEs.
- Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration.
- Demonstrated leadership/people manager skills; the ability to take the lead in making improvements and resolving issues.
- Knowledge of metrics, their measurements, thresholds, targets and process owners.
- Strong customer-orientation when managing communications and issues.
- The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
- People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
- A pro-active attitude towards developing trust and professional rapport with team members; the ability to be a team-player.
All your information will be kept confidential according to EEO guidelines.