WFX Technical Support Manager

  • Location:
    San Jose, California, US
  • Area of Interest
    Information Technology
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Internet of Everything, Networking, Service Provider, Software Development, Testing, Webex (Collaboration)
  • Job Id
    1381014
New

WFX LTS Service Delivery Manager

What You'll Do

You will manage the day-to-day operations of the Americas LTS service while also working closely with theater counterparts, service owners and other key stakeholders to continue to improve and transform the service based upon client and business needs. This includes managing our vendor and outsourced services to meet key deliverables as well as your own reports.

You will also run initiatives that are implemented through extensive cross-functional collaboration, partnership, detailed planning and flawless agile execution to ensure services, project, and client success. You will utilize ITIL Service Management principles/best practices to meet or exceed service goals. You will utilize metrics and reporting to evaluate service and individual performance.

Project management, resource management, incident management, problem management, and monthly or quarterly service reviews.

You will also need to influence people without authority and collaborate with Cisco x-functions.

Who You'll Work With

Join this exciting, global team providing high touch support Mac and PC support, as well as IT Infrastructure support team. In this critical role, you will be working with regional and theater leaders, service owners, colleagues in multiple theaters.

Who You Are

You can showcase technical and customer service skills at a global level, to not only resolve customer issues, but also show understanding and empathy to build relationships, and promoted industry leading customer satisfaction. You're upbeat, motivated, with a positive outlook to make suggestions and work with the team to build customer confidence.

Minimum Qualifications

  • You have achieved a BS Information Technology, Computer Science or equivalent work experience.
  • You have 5-10 years’ experience in a Customer Support or Technical Support related position
  • You possess working Knowledge of incident management systems and reporting systems. (Service Now Preferred)
  • You're an expert with Windows and Mac OS, including setup, reset and troubleshooting.
  • You are an excellent communicator (written and verbal)
  • You are creative, self-motivated and self-directed
  • You possess strong process management skills
  • You are willing to work flexible hours, as required
  • You are organized, thorough and able to effectively lead customers and internal processes
  • You can handle after-hours customers' concerns on a periodic basis
  • You have good data analysis and business presentation skills

Preferred Skills

  • CCNA
  • ITIL 4/v3 Foundations certification (or higher)
  • Project Management or Agile certification (optional)

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Why Cisco

At Cisco, each person brings their rare talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.

- We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more.

- We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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