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Senior Technical Support Manager


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Tööpakkumise number 165583

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Job Description

Manages a team of Managers or Individual Contributors from either Functional or Technical Customer Support groups.
Drive work plans, provide technical direction and produce Technical Support procedures.
Work with engineering design managers, marketing managers and technical support employees to address product issues.
Seek approval from higher-level management for new support programs and directs their implementation upon approval.
May Create Technical Support schedules, work plans and program cost guidelines consistent with company standards.
Develop and apply new approaches to Technical support. Interface with management at all levels in order to understand and address any support issues.
Direct the development of Technical Support policies as needed. Interface with higher-level managers in various functions within the company to ensure that the functions of Technical Support are anticipating and meeting internal and external needs, are structured to operate efficiently and cost effectively and are structured to meet customer needs and generate accurate reports.


10+ years of professional experience in the consulting, customer support, or applications implementation area of the high tech or software industry. Experience with enterprise software, consumer software or database software is required. Must be a leader and motivator with a clear understanding of the market requirements, customer base and challenges facing a fast growing company.
Excellent written and oral communications skills Excellent presentation and negotiation skills. Conflict Management skills required. Demonstrated leadership and management skills with the ability to lead rather than to control. Capable of building and managing a team Experience working with diverse, multicultural teams A team player with a collaborative management and coaching style Capable of dealing with and managing others through rapid and constant change Able to effectively allocate resources to maximize team performance Ability to devise and implement business plans Time management, multitasking capabilities Excellent analytical and organizational skills Outstanding customer service commitment and professionalism. . Experience providing and driving strategic direction and guidance to Technical Support teams and direct reports. Ability to interface cross-functionally with other departments within the organization to achieve goals.
Fundamental understanding of business cycle . Ability to establish managerial credibility. Possesses a continuous improvement mindset of ownership, honesty, accountability, empowerment and trust

Company offers

Symantec draws the very best people with a variety of backgrounds, experiences and perspectives and provides them with a work environment where uniqueness is valued and empowered.

Additional information

Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results. Ensures budgets, schedules, and performance requirements are met.

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Job type:
full-time, employee
Expiration date:
24 October 2008
24 September 2008


Work that matters. It's what we do at Symantec. Symantec is the world leader in providing solutions to help individuals and enterprises assure the security, availability, and integrity of their information. In essence, we protect the free flow of information in a connected world. As the fourth largest independent software company in the world, Symantec has operations in more than 40 countries with 475 out of Fortune's global 500 companies using our solutions.
People look to us to safeguard the integrity of their information, ensuring it is secure and available. Achieving this ambitious goal is only possible through the combined efforts of the innovators and visionaries that Symantec continuously attracts. Symantec draws the very best people with a variety of backgrounds, experiences and perspectives and provides them with a work environment where uniqueness is valued and empowered. The creative people we attract help define the spirit of innovation at Symantec.