Dell Customer Support Manager in Bedford, Massachusetts

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities.

RSA, The Security Division of Dell, is the premier provider of security solutions for business acceleration, helping the world's leading organizations succeed by solving their most complex and sensitive security challenges. RSA's information-centric approach to security guards the integrity and confidentiality of information throughout its lifecycle. No matter where it moves, who accesses it or how it is used.

RESPONSIBILITIES:

Manages one or more groups or departments in an area of functional, technical or product expertise. Provides technical problem support, management, resolution and communication. Provides customer support for complex technical issues and problems. Accountable for operational results in terms of department performance standards/metrics, customer satisfaction and budgets/expenses. Drives the management and execution of technical support programs, personnel, projects, products, performance metrics/standards as well as strategic policies and directives for assigned areas. Requires complete functional knowledge and awareness of company goals and objectives. Analyzes issues and trends regarding programs, products, process, and standards/metrics, and makes recommendations. Develops and implements modifications and enhancements per director level approval. Drives the scheduling, work plans, technical direction, staffing, performance management and development of direct reports and department in assigned areas. Ensures that technical support programs are current regarding upgrades, new product releases, trends, practices and cost. May recommend new approaches to providing support. Manages and oversees first level managers responsible for the activities of individual contributors and/or supervisors in one or more group(s) or departments. Assists with short and long term planning and strategy for assigned area(s). Serves as primary liaison with other higher level managers, internally and externally, to ensure that assigned area(s) anticipate and meet internal and external needs, operates efficiently, remains cost effective and acquires appropriate information to meet customer needs and generate accurate reports. Ensures that upper level management is aware of issues regarding programs, projects, products and customers. Role requires significant degree of on site customer contact.

Education Required: Bachelor’s Degree and 5+ years relevant experience

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you’ve got what it takes to provide world-class tech support in a complex information infrastructure environment, this is your opportunity to develop with Dell .

We are proud of the way we have embraced diversity at Dell and created an inclusive working environment. Read our Equal Employment Opportunity Policy.

Closing date: 10/29/18 .

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .