The Manager, Technical Support - UK will lead a team of support engineers providing analysis and resolution of issues across Delinea's Identity Security Platform for the EMEA customer base. This role ensures world-class customer support through effective team leadership, escalation management, and cross-functional collaboration, measured by defined KPIs.
What You'll Do
- Providing world-class support to our EMEA customer base.
- Train and motivate a team of Support Engineers who are responsible for proposing mutual resolution success criteria, coordinating communication and resource efforts cross functionally, and resolving customer escalations in a timely manner.
- Foster and leverage key relationships inside Delinea to influence various functional groups to apply key resources to solve customer issues quickly.
- Develop and present executive-facing reports that summarize real-time situational updates and analysis as well as key themes extracted from escalations worldwide.
- Proactively engage with in-region and worldwide executives as appropriate, to improve customer relationships and demonstrate Delinea commitment to the customer at the highest levels.
- Conduct post mortems to determine the root cause of critical escalations and identify opportunities for continuous improvement in the customer experience.
- Evaluate staff performance and provide coaching and development guidance to help each engineer achieve his or her maximized performance.
- Implement KPIs to measure progress both at an individual and team level.
- Perform trending and analysis of escalations to ensure quality delivery of services to our customers.
- Onsite customer visits as required.
What We're Looking For
- BS degree or equivalent
- 8+ years of experience in an Enterprise Customer Support Organization
- Minimum 5 years of direct personnel management experience
- Excellent English communication and presentation skills (both verbal and written)
- Strong negotiation and objection handling skills
- Ability to travel on occasion
Nice to Have
- BS degree in Computer Science / Computer Engineering is a plus
- Experience with process improvement methodologies/frameworks such as ITIL, Six Sigma
- Skill in a second applicable language is a definite advantage
- Knowledge of Microsoft Active Directory, Kerberos, LDAP and directory technologies (highly desirable)
- Strong technical aptitude and know-how of Single Sign-On, SAML, *Nix systems, Mobile Device Management (MDM) concepts
- Prior experience of Delinea products is a huge plus
- Quick learner with desire to learn new tools and techniques
- Ability to thrive in a fast-paced environment and understand complex issues
- Excellent analytical, problem solving skills and ability to independently manage projects
- Track record in providing outstanding and unparalleled escalation management services
- Be proactive with a positive attitude
- Demonstrate a strong work ethic with a willingness to do what it takes to get the job done
Technical Stack
- Microsoft Active Directory
- Kerberos
- LDAP
- Single Sign-On
- SAML
- *Nix systems
- Mobile Device Management (MDM)
Team & Environment
- Team of Support Engineers
Benefits & Compensation
- Competitive salaries
- Meaningful bonus program
- Excellent benefits, including healthcare insurance
- Pension/retirement matching
- Comprehensive life insurance
- Employee assistance program
- Time off plans
- Paid company holidays
Work Mode
- Local-country role based in the UK
- Ability to travel on occasion; onsite customer visits as required
Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.
