Manager, Technical Support
Sophos Ltd
Vancouver
13d ago

Sophos makes IT security simple with next-generation solutions that protect networks, servers, and devices, wherever they are.

Today, more than 100 million users in 150 countries and a global network of channel partners trust Sophos to deliver simple solutions to complex security challenges.

Focused on innovation and backed by a global network of Sophos Labs threat intelligence centers and industry-leading support, Sophos delivers solutions that are simple to deploy, maintain, and manage, enabling organizations to focus on performance and growth.

Sophos Security made simple.

Job Purpose

Sophos is seeking an experienced Technical Support Manager who will be responsible for leading the day-to-day operations for our follow-

the-sun Vancouver Technical Support Center in our rapidly expanding Global Support Services organization.

Main Duties

  • Leadership, mentorship, and career development for Technical Engineers and Team Leads
  • Manage all operational activities, including : oversight for scheduling, coordination with multiple support centers around the world to proactively manage case & call volume, backlog, and independent support coverage for multiple channels in a follow-the-sun support model
  • Interface and build strong working relationships with remote departments, including : HR, sales, workforce planning, training, facilities, and management teams in multiple support centers
  • Lead and contribute to projects for continual improvement and management of rapid growth
  • Recruitment of awesome new team members and performance management
  • Lead Support Service Delivery through active involvement with your team and customers, including :
  • Manage to Service Level Agreements and Key Performance Indicators at both individual and team levels and monitor performance over time
  • Continually adjust to changing priorities and triage of new casework including proactive management of case backlog at team and engineer levels
  • Management and monitoring of call wait times and email queues and proactive management of the scheduling based on volume and team availability
  • Interface with Global Escalations teams and participate in sales and case escalations that may involve managing customer and stakeholder communications and expectations
  • Work with knowledge management teams to develop KB articles and support community forums, as well as identify case drivers and issue trends
  • Provide product feedback on releases and become familiar with Known Issues Lists and release roadmaps as they relate to casework
  • Skills & Experience

  • Experience in leading technical teams and people management
  • Strong technical aptitude, with advanced experience in troubleshooting and software / systems configuration of network equipment, operating systems, servers / workstations, and virtual environments
  • Technology enthusiast with a positive disposition and passion for their work
  • Excellent interpersonal, verbal, and written communication skills
  • Experience working with a technology product vendor is a plus
  • Experience with security products and technologies, such as : UTM, Firewalls, Encryption, Antivirus / Endpoint, and Gateway products is a plus (extensive training on Sophos products is available)
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