Job details
Salary $90,000 - $125,000 a year job type full-time
Full job description
Description:
The elevator pitch: why will you enjoy this new opportunity?
Dizzion is creating a dynamic, innovative workforce to support our global customer baseWe do not believe in departmental silosWe are looking for the brightest and most talented individuals to be a part of our teamWe select self-starters that consistently execute with a positive “can do” attitude, strong work ethic and an unparalleled commitment to the customer.
Be part of something big! work at home has gained unprecedented momentum in the last year and will be part of the new normal
Recent market trends and circumstances have led to increased demand for dizzion managed desktop as a service providing an incredible financial opportunity to our team
Make a significant impact on an already successful business (inc5000, gartner top daas provider), helping dizzion scale global operations
What is primary need, challenge, and/or problem you will be responsible for?
The manager of technical support engineering (tse) day shift will lead engineering efforts for our technical support engineering teamThis team is the glue between operations and the engineering team; the first line of defense and triage for any anomaly found in the systemWhen not solving customer issues in production, the team shifts gears to focus on a diverse range of product work to build solutions, processes, and internal tools that prevent issues from reoccurrenceResponsibilities span directing day-to-day efforts, leading new projects, conducting incident reviews, talking to customers, and being a point of escalation and decision makerAdditional duties include growing the capabilities of the team through hiring, coaching, mentoring, and direct feedbackWhile working closely with other engineering leaders, you’ll help drive innovation & establish best practices across the organization as we scale.
What will your day look like…
As a player/coach, you will lead the transformation of our tse day shift team and our capability to be more efficient, effective, innovative, automated, and scale globallyYou will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues, maintenance and service disruptions, and other requests; ensuring you are following through in a timely manner, asking clarifying questions to determine the correct source and impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible.
You will manage a dedicated team that truly takes pride in what they do and is ready to innovate how they operate to anticipate and meet the increasing needs and demands of our customersYou will invest in your team’s success via scalable management, career development, and training opportunitiesYou will assist them with understanding and prioritizing their case work, managing case escalations, and ensuring process complianceYou will develop kpi metrics to monitor the effectiveness of the department and the team members and analyze metric data to identify trends to address opportunities to improve – you will report these metrics to leadership and stakeholders.
You will employ software tools to enhance your team’s efficiency and build a critical incident management process to efficiently command and coordinate the response to critical service impacting incidents.
Additionally, you will contribute to the development of the strategy and tactics needed to meet customer and business outcomes and play a critical role in the day-to-day success of the company to ensure all strategic initiatives are executed as planned while working with the product engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions.
Requirements:
What other skills give me an advantage?
Bachelor’s degree from an accredited university or equivalent experience
Minimum 5+ years in a prior enterprise customer success or similar specific account management, customer relationship experience in it role
2+ years of engineering management experience with a proven ability to build awesome, high performing teams and lead complex technical initiative (global preferred)
Experience managing successful, high performing technical support teams in 24 x 7 environments
Demonstrated experience with horizon view, vsphere, and networking (routing, vpn, firewalling)
Vmware certified professional or some vmware certification preferred
Build consensus and arrive at conclusions with broad ownership and assurance
Ability to drive clarity in high velocity, ambiguous environments
What is the leadership like for this role? what is the structure and culture of the team like?
The hiring manager for this role is kwesi ames, senior vice president of operationsKwesi leads the operations department with functional responsibility that includes technical operations, platform engineering and customer supportHe brings 22 years of experience in information technology and operationsAmes previously served as vice president of site reliability engineering at salesforce (~10 years).
We hire people from various backgroundsIt’s not the language but the tenacity that matters to usWe love to solve business problems.
Benefits
Comprehensive medical (including telehealth), dental and vision plans to fit your needs
Employee assistance program
Employer paid basic life insurance and ad&d
401(k) retirement plan
Self-managed paid time off, work hard and take time when you need it
Generous holiday schedule
Voluntary short and long term disability
We set you up for success, equipping you with the latest and greatest hardware
Awesome co-workers!
Compensation
$90,000 - $125,000 annually (salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, and alignment of market data.)
Quarterly bonus program
Company overview
Dizzion, incIs a leading provider of high-performance managed desktop as a service (daas) to the global remote workforceFounded in 2011, dizzion’s proven end-user cloud platform enables maximum work from home success while protecting business process outsourcers (bpo), enterprise contact centers, healthcare, financial services, and insurance companies with real hipaa, pci-dss and soc 2 type ii complianceCustomers further digital transformation with anycloud global delivery, seamless hybrid it integration, zlink secure endpoints, and cosmos orchestration and analyticsVisit dizzion.com for more informationDizzion | work from homeBusiness as usual.
In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran’s status, religion, disability, sexual orientation and beliefs.
And if this role is exciting you, we encourage you to apply even if you don’t meet all 100% of the description or qualificationsFinally, and most importantly, we are a proud equal opportunity employerThis position is full-time flsa exempt.
