Description
You will provide direct and remote team leadership to deliver technical services to HPC solutions designed to meet customers' business needs and ensure outstanding customer experience.
This role will interact and collaborate with other service managers along with ER managers daily. This position will coach, guide, and mentor team members and are responsible for the personal and professional growth of those on their team.
The HPC team will assist in providing up to 24x7 end-to-end support by interacting directly with a HPC customer base. This team will manage the system administration and technical service case workflow from open to close and provide world-class service by diagnosing, troubleshooting, and addressing technical service requests.
Responsibilities:
- Work closely with the Site Team to plan, direct, and monitor operational/tactical activities of technical on-site team to deliver high-quality support.
- Own the mission of maintaining full system availability to meet contracted SLAs by actively managing alerts and system health.
- Manage customer escalations and escalations of technical, process, or materials issues encountered by field team.
- Develop and lead standard processes and reusable solutions.
- Provide guidance on process improvements and recommend changes.
- Meet business and operational targets by managing core site and business metrics.
- Collect, analyze, and report on data related to problem reports and service trends.
- Build positive internal and external relationships.
- Direct manager of site team personnel across multiple field sites.
- Recruit, onboard, and support development of direct staff members or contractors.
Requirements:
- Bachelors degree in Engineering or Computer Science or Business with equivalent practical experience of five (5) to ten (10) or more years of related managerial experience.
- Position requires an active Top Secret/SCI with Full Scope Polygraph clearance.
- Strong customer experience focus, ability to act as liaison to customer.
- Excellent written and verbal communication skills.
Benefits:
- Comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
- Investment in career development.
- Unconditional inclusion and flexible work environment.