IT Senior Manager, Techforce - (Open to Dallas, New York, Indianapolis, and Toronto locations)
The IT Senior Manager, Techforce is an end user IT support service leadership role with Salesforce’s Business Technology (IT) Enterprise Operations group.
This position will be a technical people leader - delivering a world-class support experience for our internal users by driving operational excellence within the Salesforce IT support team (Techforce) and in coordination with other regional and global service managers.
The Senior Manager of the IT Techforce team is part of a global leadership group will be responsible for delivering front office internal end-
user IT solutions by managing, evaluating, recruiting, hiring, and developing Techforce Analysts. This role will interface daily with the technical staff and other managers and will be directly involved in resolving escalations and coordinating the communication of service status related to his / her area of responsibility.
Responsibilities Include :
Deliver an absolutely amazing IT support experience for Salesforce’s workforce.
Embrace and drive Salesforce’s core values and culture to reporting team and customers.
Define team goals, lead team members to desired results, and be accountable for team performance.
Manage staffing, scheduling, and successful operations for Techforce’s walk-up, in-office support outlets : Techbars.
Consistently deliver high scores on key performance metrics and other service level objectives / agreements such as customer satisfaction, initial case response time, overall case closure time, AV support effectiveness, employee engagement, new hire day 1 delivery, provisioning end of life swaps.
Ensure all audiovisual conference room / event technology is fully operational, monitored and proactive physical system checks are performed periodically.
Lead and actively participate in global IT projects. Suggest service offerings / changes and scaling approaches as the company grows.
Meet regularly with key business leaders in region / coverage area to align IT deliverables with the needs of the local business.
Oversee executive support operations to executive leaders in the region.
Collaborate with other Salesforce Business Technology (IT) to advocate and prioritize across functions to manage incidents, address problem root-
cause, and advocate for business partners.
Identify, suggest and deliver operational efficiencies to enable outstanding frictionless IT Support
Monitor and improve team metrics (avTTR, avTTC etc) to ensure outstanding service delivery
Assist in cost and budget management of technology product purchases and staffing / contractor spend.
Measure customer feedback, performance trends constantly and present findings to management with forecasting and continuous improvement recommendations.
Develop and manage vendor relationships.
Ensure team members are adequately onboarded, trained and continuously developed.
Ensure attrition does not impact the ability to deliver services.
Ensure team member engagement, succession, and career development efforts are planned for all team members.
Identify efficiency opportunities for service delivery through leveraging tools, automation, and best practices and energize staff to continuously seek new ways of increasing support efficiencies
Occasional travel and availability outside of normal business hours
Required Skills :
This position requires someone who is outgoing, has excellent communications skills, and enjoys working in a team environment.
Bachelor’s degree in Science, Engineering, Information Systems, Data processing or equivalent
Strong oral and written communications skills
Strong analytical / problem-solving skills
Experience working in an IT Leadership position within an enterprise during a high-growth period
Strong background in building relationships with business partners, with a track record of success in meeting business partner requests
Experience interacting frequently with senior level business partners, to include VP / SVP / EVP and C-level leaders
Minimum 4 years IT operations experience in a leadership position
Four (4) or more years combined experience in IT Operations, technical support, network administration, enterprise systems management, engineering, or security administration.
Practical experience with ticketing and queue management system, and demonstrated results in continual service improvement of the system
Ability to work successfully with, coach, and manage a team
Ability to leverage the talents of employees to build a high-performance team
Ability to work effectively against demanding deadlines and budgets.
Fluency in English
Desired Skills / Experience :
Experience establishing performance thresholds and monitoring systems for failures or degraded performance
Current knowledge of Mac, PC, and mobile hardware, software, and technology trends
Strong experience in troubleshooting and root cause analysis
Practical experience with IT support services
About Salesforce :
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way.
The company was founded on three disruptive ideas : a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model.
These founding principles have taken our company to great heights, including being named one of Forbes’s World’s Most Innovative Company seven years in a row and #1 on the FORTUNE 100 Best Companies to Work For®’ List.
We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce.
Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.