Associate Manager, Technical Support

Summary

Join Rackspace as an Associate Manager, Technical Support and lead a team of highly motivated individuals. You will be responsible for building and supporting your team, managing personnel activities, and providing direct team leadership and coaching. Strategic thinking and a commitment to exemplary customer service are essential. This role involves cross-functional collaboration and working on business issues that impact Rackspace's overall success. You will manage a multimillion-dollar budget and oversee team operations, reporting to senior management. The ideal candidate possesses exceptional management and people skills and a proven track record in providing FANATICAL support.

Requirements

• High school diploma or equivalent
• Bachelor's degree or equivalent experience in business or computer science; may also have post-graduate education or training
• Minimum of five to seven years working knowledge of a technology-based service-oriented industry as a people manager/leader
• Minimum of three years’ experience in running medium to large scale projects with varying complexities
• Demonstrated ability to consistently provide FANATICAL support
• High knowledge of company's objectives and strategies
• Excellent organizational, leadership, decision making and communications skills
• Good to excellent attention to detail
• Excellent creative problem-solving abilities, coupled with a desire to take on responsibility
• Ability to communicate technical info and ideas so others will understand
• Ability to make appropriate decisions considering the relative costs and benefits of potential actions
• Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations
• Ability to successfully work and promote inclusiveness in small groups
• Ability to provide FANATICAL support

Responsibilities

• Build and support a team of highly motivated individuals in their pursuit of excellence
• Manage personnel activities of staff (i.e., hires, mentors, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary)
• Provide direct team leadership and coaching to a support team charged with designing, deploying and managing business operations that support internal operational segments
• Think 12-18 months out and strategically direct the team toward goals
• Lead by example and have a deep commitment to both exemplary customer service and Racker support
• Work cross functionally with other business leaders and work on business issues that affect and improve Rackspace as a company, in addition to their team’s goals
• Plan, direct, and control the development and assigning of work among the team, and lead staff, providing support and direction
• Develop and establish departmental standards and procedures
• Drive changes in procedures, systems or processes that would increase productivity and better serve customer requirements
• Work with finance and other leadership to develop and manage a multimillion dollar budget. Provide input in establishing the budget and manage adherence
• Monitor and maintain quality control standards
• Oversee team operations and report to senior management
• Oversee adherence to policies and procedures
• Strategically analyze operational processes, business procedures and perform assessments for identifying opportunities for service delivery improvements and value add to the customer/clients
• Develop department procedures
• Serve as a primary liaison among various business groups within Rackspace, representing both the Segment, as well as broader Rackspace goals
• Select, develop, and evaluate personnel to ensure the efficient operation of the functions of the team
• Provide instructions and supervision to team. Coach and develop team
• Handle multiple tasks, and prioritize and highly varied work level in order to maintain required productivity levels

Preferred Qualifications

• Excellent knowledge of servers/computer hardware and software
• Aptitude and desire to expand technical knowledge