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Dell Senior Manager, Technical Support (M9) in Oklahoma City, Oklahoma

Senior Manager, Technical Support

Oklahoma City, OK

Remote, US

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us to do the best work of your career and make a profound social impact as a Senior Manager on our Americas Commercial Tech Support team in Oklahoma City, Oklahoma (or Remote in the US) .

What you’ll achieve

In this role, you will be managing the ProSupport Tech Support queues, servicing our customers by solving their problems. As a Senior Manager, you will be managing front-line managers based in Oklahoma City and will be responsible for managing their performance and ensuring that they (and their teams) are successful. You will be expected to meet all key-process-indicator (KPI) metrics for the Oklahoma City location, ranging from cycle time, CSAT/DSAT, Service Level, Backlog %, Repeat Contact Rate, Repeat Dispatch Rate, etc. You will work with your managers, agents, process leads, certified tech experts (CTE), advanced tech support (ATS), field services, advanced resolution center (ARC) and your peers to ensure we are working together to resolve our customer’s problems. You will also be expected to ensure a Winning Culture for the site, along with ensuring we use our tools in order to accomplish our goals, ranging from SFDC/Lightning to our Digital Tech Console (DTC) and Case Intelligence Dashboard (CID).

You will:

  • Manage a team of tech support managers

  • Be responsible for the daily activities of the tech support team

  • Create a winning culture dynamic with your organization through inspiration

  • Resolve escalations to maintain strong customer experience levels

  • Execute the operations plan and meet our goals and performance metrics

  • Build relationships

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 8+ years of relevant experience or equivalent combination of education and work experience

  • 3-5+ years managerial/leadership experience

  • Demonstrated experience leading managers and tech support teams

  • Strong communication, leadership, decision making, delegation, influence & multi-tasking skills

  • Operational excellence experience, managing & driving behaviors, KPI management & bridge-to-goal action plans

Desirable Requirements

  • Experience with building cultures & teams in large organizations of 250+ team members

  • Bachelors degree (or greater) in Business, Engineering or related Technical degree

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

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. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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