Technical Support Manager - Compute
Note: hours are 10am to 7pm MST
The Elevator Pitch: Why will you enjoy this new opportunity?
Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. As a Technical Support Manager in the Global Support organization, you will have the responsibility of leading a highly skilled technical support team supporting ESXi/vCenter/vSphere, the foundational (core) components for all VMware products.
Our Global Support organization supports over 250,000 companies in 100+ different countries and you can be part of an extraordinary team in an energetic, creative and collaborative business environment.
Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?
As a Technical Support Manager, you will focus on making VMware a great place to work, building a strong team culture while ensuring that customers and partners receive best-in-class support. You have a true passion for teamwork, possess superb communication & organizational skills, and are comfortable with speaking to customers on a daily basis. Technical Support Managers lead and/or participate in several ongoing programs, projects & initiatives.
The main performance outcome is to ensure that VMware is delivering industry-leading technical support services to our global vSphere customers.
Lead a team of skilled Technical Support Engineers, including interviewing & hiring, coordinating skills development & training, and optimizing individual & team performance.
The first actions in this role will be to upskill on Global Support processes & products, to understand how VMware technology works, and to develop a detailed comprehension of the daily functions of our technical support operations.
An ability to innovate, adapt and execute in a dynamic, ever-changing environment with clear communication skills at all levels will be key to success in this role.
A significant component of the position will require ensuring that all employees under your direct leadership are engaged & motivated and have the tools, training & resources necessary to be successful.
A general comprehension of VMware's EPIC2 values is required.
The Work: What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?
As a Technical Support Manager in the Compute, Storage & Cloud domain, you will work closely with other GS leaders across the Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering industry-leading support on specific products. In this role you will:
Be accountable for all aspects of VMware's engagement with our customers and key internal stakeholders, primarily focused on metrics such as CSAT (Customer Satisfaction), initial response targets, SLA & SLO commit percentages, TTR (Time To Resolve) and SR quality.
Work effectively within a large, geographically diverse leadership team to create a unified and shared set of goals & outcomes.
Provide strategic direction and input into the creation and management of our support model including our partnerships with 3rd party suppliers.
Work with VMware's sales teams and key stakeholders to establish requirements for enhancing our existing support programs and/or establishment of new ones.
Work with VMware's engineering teams and other cross functional teams to implement formal feedback mechanisms for incidents, causes and resolutions where required.
Develop and implement practices that measure the effectiveness and performance of the Technical Support function.
Lead team members through change and/or be involved in Global Support strategic initiatives.
What is the leadership for this role? What is the structure and culture of the team like?
The hiring manager for this role is the Senior Manager-Technical Support for core products in the AMERICAS region, who collaborates with peers and GS leaders across the globe to deliver industry-leading support. The global compute leadership team emphasizes collaboration, transparency and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion.
Where is this role located?
The location of this role is flexible and primarily based in our VMware office in Broomfield, Colorado. Work will be done from the office some days during the business week, so it is expected that the candidate is able to work from Broomfield office up to 2 days a week.
What are the benefits and perks of working at VMware?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights. You can view the complete benefits package by visiting: www.benefits.vmware.com
Employee Stock Purchase Plan and 401(k) matching program
Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
Generous Time Off Programs
40 hours of paid time to volunteer in your community
Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
Wellness reimbursement and online fitness & well-being classes
#LI-JJ2 #GlobalSupport Colorado exempt statement
The hiring range for this position is typically: $88,000- 158,000. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/. *Note: Disclosure of Colorado pay and benefits required per sb19-968.
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-09-27
Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the -best of the best- supporting business-critical applications in a virtual infrastructure. What's in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver
VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at http://careers.vmware.com.
Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware 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 VMware 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. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
