Dell Mgr 2, Enterprise Tech Support in Round Rock, Texas

Role Responsibilities Principal Accountabilities: • Directs the efforts of others in the achievement of the strategic and operational objectives of the group • Manages the hiring, staffing and maintenance of a diverse and effective workforce • Responsible for career development/planning, performance and pay discussions of team members • Leads team to create and sustain an operating environment that is reviewing capacity, performance and volume trends while being cognizant of service and continuity objectives • Establishes and recommends changes to policies, procedures, processes and tools, which affect global organizations • Oversees real-time management, staffing level requirements, forecasting and workplace scheduling in call center • Accountable for the day-to-day operations of an area managing processes, programs and/or initiatives • Manages a staff of professional level team members • Defines roles and responsibilities • Contributes to standards around which others will operate • Establishes and influences operating policies • Plans for an area’s future needs and operations • Leads program execution • Contributes to policy/ program development • Impacts aspects of department or function results • Manages related costs and methods • Work is guided by general policies and management guidance • Independently determines approach to managing daily operations • Sets performance expectations • Selects, leads, counsels and motivates teams • Interprets and executes policies that directly affect work activities • Develops and communicates plans/ objectives to others

• Excels in developing, implementing and managing high-level projects in the areas of support programs, training and operations • Able to organize cross-functional work teams, apply professional project management skills, and provide team leadership to obtain project goals and objectives • Able to establish operational objectives and assignments, and delegate assignments to team members • Strong analytical and problem solving skills • Trains and develops team members on both Dell network and service procedures • Able to coach and mentor others on understanding the customer and identifying specific needs • Able to communicate and negotiate with multiple layers of management and understand financial implications of functional output

Education: • 10 years of relevant experience or equivalent combination of education and work experience • 4 years managerial/leadership experience • Undergraduate degree and 6-8 years relevant experience or Graduate degree and 4-6 years relevant experience

Job: *Enterprise Tech Support

Organization: *Global Services

Title: Mgr 2, Enterprise Tech Support

Location: TX-Round Rock

Requisition ID: 17000FZJ