Manager, IT Support, Global Service Desk, IT Services, Global Service Desk
Amazon
DESCRIPTION
At Amazon, we strive to be Earth’s most customer-centric company where we can find and discover anything we want to buy online. We hire the world’s brightest minds, offering them an environment in which one can relentlessly improve the customer experience. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.
Amazon's IT Services Support team provides highly available remote IT support for Amazon employees worldwide. The team provides support for all used client applications, operating systems, email, VPN, mobile devices, and common collaboration services such as SharePoint and Exchange. Our customers may engage us via phone, chat or trouble ticketing. This position will manage local and remote resources, support the global team to define the perfect customer experience and own the strategies to create that experience.
You will help the group develop and leverage their knowledge base to expedite the resolution of recurrent issues. You will be an excellent communicator that can identify ways to proactively reduce support requests through automation, documentation, and process improvement. You will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success. You will work alongside a group of leaders to define the priorities and track the metrics and key performance indicators within the organization as a whole. You will hold service owners accountable to resolve issues on behalf of your customers. You will also guide the team in on boarding the support of new applications into the remote support function as well as increasing the level and depth of support the team can provide for existing applications, removing operational burden from engineering teams.
Key job responsibilities
Responsibilities include:
• Leading a team of Remote Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonian's.
• Measuring, monitoring, and maintaining the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Coordinating a variety of projects in a highly operational environment.
• Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
• Defining and tracking metrics and key performance indicators to raise the bar in team performance and customer service.
• Hiring, developing, and retaining great talent.
• Reducing contacts through process improvement and root cause analysis.
• Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.