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Senior Manager, Technical Support (M9)

Dublin, Ireland Halle, Germany 05/18/2022

Compute Solutions Senior Manager

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us to do the best work of your career and make a profound social impact as a Compute Solutions Senior Manager on our Enterprise Solutions team in Dublin.

What you’ll achieve
You will be responsible for a leading a cross-functional group of Enterprise Solutions teams who are diagnosing and troubleshooting complex Compute technologies including PowerEdge, OpenManage, Linux/Microsoft Enterprise OSes, Virtualization, Applications and other emerging integrated solutions. As a Sr. Manager in the Compute Solutions team, you will manage a team of engineers that respond to customer situations where standard procedures have failed to isolate issues or where advanced troubleshooting and configuration are required.  You will establish and maintain lines of communication with internal and external teams to discuss operations, service and technical issues.
You will:

  • Lead teams of highly technical Compute Server/Software Senior, Principal and Senior Principal engineers.
  • Drive management and execution of technical support programs, personnel, projects, products, performance metrics/standards as well as strategic policies and directives for assigned areas. 
  • Prepare your Solution teams’ capability to support existing and emerging high-end and emerging products and technologies
  • Manage skill blends required for cross-functional software and solutions support for some of Dell’s largest Enterprise customers.
  • Manage or oversee high-level technical customer escalations with some of Dell’s largest customers. Forge critical relationships with other teams, departments, organizations, vendors and business partners.

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 7 to 10 years’ experience managing or supporting in the IT industry with relevant certifications and degrees
  • Ability to identify technology trends and to develop and drive the strategic direction for a group
  • Must possess a strong ability to multitask and self-manage
  • Prior people management experience. Strong ability to foster teamwork within a collaborative culture

Desirable Requirements

  • Ability to lead, motivate and direct a workgroup. Ability to work effectively with senior management.
  • Effective communication skills. Customer Service Mindset. Possess strong product/technology/industry knowledge

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 30 June 2022

Dell 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 Dell 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. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Berufsgruppe: Product-Services Tech-Support Services Global-Services Job ID: R181632
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