SR. MANAGER, TECHNICAL SUPPORT

Hiring Manager.
Hans van Dijk Talent Acquisition Advisor.
Bozhena Zhekova Job Code Level.
TEM2  Refer Your Friends!     Your Impact As a Senior Manager of Technical Support, you will lead and empower a team of managers and agents to deliver outstanding technical support for OpenText products.
By resolving technical issues and fostering strong customer relationships, you’ll ensure customer success and satisfaction.
Your role will also involve driving innovation, improving processes, and mentoring team members to enhance both customer experience and team performance.
What the Role Offers   A leadership opportunity to manage diverse teams supporting cutting-edge technologies for Fortune 500 companies.
A collaborative environment where you’ll work closely with directors and senior management, with consistent support from your team.
The chance to drive operational excellence, innovate processes, and lead cross-functional collaboration.
Engagement in people development through hiring, mentoring, and creating career paths for team members.
What You Need to Succeed   Skills and Experience.
Managing metrics including SLOs, KPIs and MBOs; productivity, staffing plans and work scheduling  Developing and directing work schedules and monitoring workflow to achieve globally established goals and objectives  Overseeing the operations of a Customer Support team.
This encompasses time management, issue prioritization, and policy compliance   Managing all customer relations for issues and problems that are escalated to your attention.
This includes developing action plans, informing customers of the plans and keeping customers informed of the progress  Overseeing Support requests/tickets from Customers, Partners and colleagues received via Customer Support Agents, the OpenText Support portal, voice calls, email and chat.
Looking at ways to innovate and identify areas of improvement in the process and/or tools used  Improving standard operating procedures for the Customer Support team   Participating in Human Resource activities such as hiring, performance management, training, etc.
Providing leadership and facilitating open communication between Support Agents within the group and other departments within OpenText  Delivering a customer centered philosophy   Developing training and competency plans, establishing career paths and mentoring team members    Personal Attributes.
Ability to interact with people and adjust your communication style based on their individual needs   Ability to navigate difficult conversations with customers   You won’t be satisfied until customers are satisfied  Strong focus on continuous improvement and career progression   The desire to drive a team that contributes by promoting a positive team environment and team growth   A proven track record of judgment and decision-making    Education and Experience.
8+ years of relevant managerial experience in an Enterprise support environment  Highly developed professional/technical skills are needed to perform the job  Strong team building skills  Previous experience interfacing with customers in a support capacity  Previous experience managing C-level escalation situations  Experience working with employees across multiple locations  Excellent English communication skills.
both written and verbal.
Other languages would be beneficial.
A technical background including knowledge of databases, Operating Systems, Web Technologies and networking protocols / architecture preferred  Possesses extensive knowledge of the Microsoft Office Suite  Champions recommendations to senior management for change/improvements and execute on approved proposal(s)  Excellent interpersonal & presentation skills  A passion for providing quality customer service and technical support   Demonstrated strong analytical and critical thinking skills   Proven experience working in a fluid environment that is ever growing and changing.
Demonstrated ability to multi-task and prioritize work effectively.
Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.
Positive attitude, patience, understanding, dedication, and commitment   One Last Thing   At OpenText, we value innovation, collaboration, and a commitment to excellence.
If you are passionate about leveraging technology to drive operational efficiency and deliver exceptional results, we encourage you to apply.
Join our team to work with cutting-edge technologies in a collaborative and innovative environment.
Benefit from continuous learning and professional development opportunities, along with flexible work arrangements, including remote work options.