HP - Team Manager - Technical Support

Typically supervises non-exempt individual contributors in single functional area. Provides immediate supervision to a small tactical team of non-exempt employees engaged in supporting the day-to-day efforts of the department. Employees are usually all direct reports. Requires mentoring and guidance on handling new situations. Escalates issues where known precedent has not been established.

Responsibilities:

1) Supervises a team primarily comprised of non-exempt employees or contingent workforce with well-defined, limited scope. including directing daily work activities/priorities, people recruitment and development, and cost management.

2) Directs daily work activities of teams providing remote (offsite) service; customer access, pre-sales, post-sales or service delivery to solve various business systems and applications problems for customers: onsite engineering personnel: and Authorized Service Providers.

3) Services are provided on standard, specialized or complex systems.

4) Role is primarily tactical in nature.

5) Ensure operational excellence by monitoring key metrics and ensuring team goals and contractual commitments are met.

6) Resolve/monitor routine escalations, as appropriate.

Education and Experience Required:

1) Typically requires Degree or equivalent experience, 2-4 years related experience and project or team management experience.

Knowledge and Skills:

2) People management responsibility.

3) Demonstrate a broad knowledge of corporate organization and policies.

4) Demonstrate business, technical and functional knowledge at an expert level.

5) Demonstrate intermediate skills in project management, communication, analysis and presentation.

6) Demonstrate management capability.