SecurID - Manager, Technical Support

Manager, Technical Support - SecurID
As organizations across the globe transform to meet the rapidly evolving
demands of the post-pandemic world, cybersecurity has become the bedrock of
today 's digital economy. Nowhere is this more critical than in securing the
identities of the employees, external users, and customers that drive the
modern digital business. RSA SecurID is the most recognized and trusted brand
in Identity Assurance with more than ‎12,000 customers, including ‎90% of the
Fortune ‎500. For over ‎35 years, SecurID has pioneered many of the encryption,
authentication and identity federation technologies that still power the
Internet today. And now SecurID is transforming the industry yet again, paving
the way for the future of digital Identity through next-generation SaaS-
powered Identity Assurance and a frictionless, mobile-optimized experience for
the modern workforce. If you are a self-motivated entrepreneur looking for a
fast-paced challenge doing something that truly matters, come join our winning
team!
Provides technical support expertise in a complex information infrastructure
environment with the need to integrate Dell Technologies products and systems
with other Dell Technologies and non-Dell Technologies computer systems being
operated by customers. Ability to convey sophisticated ongoing technical
system support is critical to, and an essential component of, both Dell
Technologies' business operations and the business operations of Dell
Technologies customers. Manages teams, resolution and cross-functional
communication.
Key Responsibilities:
* Oversees the coordination, administration and execution of technical support programs, products, projects, process, performance metrics/standards for assigned area.
* Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures.
* Responsible for the scheduling, staffing, management and development of employees in assigned area.
* Supervises the activities of individual contributors performing similar tasks within a shift, group, or department within Global Technical Support.
* Oversees activities of individual contributors who perform technical support responsibilities on-site or via telephone when first line product support in the field has failed to identify or fix equipment or software issue.
Essential Requirements:
* Ability to lead, motivate and direct a workgroup.
* Communication skills.
* Customer Service skills.
* Leadership skills.
* Organizational skills.
* Sense of urgency.
Education and Experience:
* Typically ‎5+ years of relevant experience.
* Typically requires ‎0+ years managerial/leadership experience

RSA is committed to the principle of equal employment opportunity for all
employees and applicants for employment and to providing employees with a work
environment free of discrimination and harassment. All qualified applicants
will receive consideration for employment without regard to race, color, and
any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please
contact the RSA Talent Acquisition Team at
[email protected] . RSA and its
approved consultants will never ask you for a fee to process or consider your
application for a career with RSA. RSA reserves the right to amend or withdraw
any job posting at any time, including prior to the advertised closing date.