Key skills
Project ManagementMentoring
About this role
Role Overview
- Lead the implementation of business objectives for the WW Mainframe Software Technical Support team
- Manage and optimize the customer-facing software support function
- Drive operational efficiency via support case management
- Develop policies, manage budgets, and mentor the management team
- Ensure long-term team durability delivering high-quality technical assistance
- Manage escalations for complex customer-reported issues
- Improve workflows, escalation paths, and self-service knowledge management
Requirements
- Bachelor's Degree or global equivalent in Computer Science, Data Science, Information Technology, or related field
- 18+ years of Technical Support or IT experience
- 6 years of management experience
- Project management experience/discipline
- Crisis management skills
- Strong coaching and mentoring skills
- Knowledge-Centered Service (KCS) certification preferred
Benefits
- Medical, dental and vision plans
- 401(K) participation including company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company paid holidays
- Paid sick leave and vacation time