Manager Field Technical Support
HP - Washington, DC

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Manager Field Technical Support - 1078521

      · Manage a team responsible for providing on-site hardware, systems, sub-systems and/or other applications support for customers according to contractual service levels.
      · Overall responsibility for planning, recruiting, developing and utilizing Mission Critical support consultants, project managers, Mission Critical support specialists, and Mission Critical Account Support Consultant (ASC)s.
      · Plan, direct, and monitor highend operational / tactical activities of team.
      · Set and drive team to meet business and operation targets.
      · Handle cross-functional and cross-sub-region / region escalations.
      · Maintain strong relationship with customers and other functional managers.
      · Act as a key advisor to senior management on the development of overall policies and long-term goals of the organization.
      · Solve complex business/technical issues within established policies.
      · Responsible to evaluate solutions and delivery effectiveness to provide a proactive environment.
      · Consult on design, and delivery of Mission Critical Support Solutions.
      · Recommend and lead planning activities at all levels within Account Support
      · Contribute in enhancing HP’s ability to develop and deliver Mission Critical solutions.
      · Develop relationships with consulting organizations and third parties to ensure their solutions include Mission Critical support services.
      · Provide leadership and mentoring of the entire HP support team.
      · Ability to influence different functions and sub-regions / region.
      · Accountable for results of major Mission Critical programs for cost, direction, and people management.
      · Functions as change agent across very large, complex and diverse enterprise accounts.
      · Works closely with Sales/ Client manager and delivery account teams to grow accounts and maximize customer satisfaction Grow and build business thorough direct customer relationship, driving customer loyalty with Mission Critical services.
      · Participate or lead proactive reengineering activities that provide recommendations to optimize Mission Critical support solutions.
      · Manage Mission Critical delivery teams at different strategic Mission Critical customer sites.
      · Responsible for managing district operations team and support revenue. Typical revenue responsibility,depending on single or multicountry scope, could exceed $30M.

      Education and Experience Required:

      Minimum Bachelor’s degree or equivalent experience required. Typically 5 years of related
      experience in computer customer support industry with proven managerial abilities. Three years
      of on site customer support, Mission Critical, systems experience desired.

      Knowledge and Skills Required:

      · Working knowledge of all Technical Services and Mission Critical support service
      · Thorough working knowledge of all relevant HP Mission Critical / Proactive Services,
      competition, market trends, HP organization, third parties.
      · Understand Mission Critical customers' environment and business drivers to leverage new
      · Capable of building and managing Mission Critical support services that are consistent with Information Technology Information Library (ITIL) management.
      · Strong ability to present Mission Critical value to customers in a strategic manner.
      · Skills in people and project management, planning, problem solving, innovation, analysis, communication and negotiation.
      · Mission Critical and ITIL certifications.

      Job - Services
      Primary Location - United States-District of Columbia-Washington

      Schedule - Full-time
      Job Type - Experienced
      Shift - Day Job
      Travel - No

      HP - 24 months ago - save job - copy to clipboard
      About this company
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      Hewlett-Packard Company, or HP, is an American multinational information technology corporation headquartered in Palo Alto, California, USA...