Technical Support Manager

Role Summary

Oversee technical support operations, encompassing front-line technical engineers, escalations, and other customer-facing roles. Selects, develops, and evaluates talent to ensure the efficient operation of the support department and with a view towards future business needs. Contributes to overall direction and strategy for support team while aligning with global operations. Establishes and maintains lines of communication with Product Management and Software Development on design, reliability and maintenance issues.

What You Will Do
- Manage multiple team leads and Technical support engineers and ensure support is consistently delivered within service level agreements to Sophos customers
- Drive to ensure outcomes and service levels are achieved
- Manage and review the Technical Support work process on delivering overall quality and service level targets
- Partner with key members of the engineering, product management and customer support teams to improve the overall experience
- Be a key influencer, driving needed change by collaborating across organizational boundaries, at all levels of the organization
- Support a high performing team of Service and Support representatives/specialists by managing coaching and balancing teams and individual goals
- Responsible for performance management including staffing decisions, goal setting, development planning, performance evaluations, performance improvement; working with managers and HR to address development needs and performance issues
- Manage service delivery experience to our customers through a collection of support channels
- Customer Analytics, Reporting & Insights - Gathering and collating customer insights from the support experience to provide actionable recommendations for improvement
- Continuously collect and report data that enables fast, educated actions to improve customer experience
- Effectively communicate and lead change management initiatives cross functionally and inter-team
- Engaging cross functionally with managers and individual contributors in other business units to drive projects
- Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others
- Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
- Provide feedback and make recommendations to improve department process and operations
- Solicit feedback from team members and customers and communicate to management
- Ensure Sophos support standards/guidelines are adhered to, and provide input into their improvement
- Ensure effective management and participation in the overall follow the sun global resourcing model
- Working within a matrix structure, so the post holder will have to work with peers and senior members of the technical support team alongside other departments within Sophos

What You Will Bring
- A Bachelor’s Degree in Computer Science, business or related field, plus a minimum of 8 years related experience in a similar role
- Manages a team of full-time employees or a functional area, with responsibility for resource allocation, work process and procedures
- Makes decisions regarding processes and procedures affecting the work of the team/area
- Interprets and executes existing policies that directly affect work activities of teams
- Analysis of situation or data requires evaluation of various factors
- Guided by operational goals and objectives for area
- Independently determines approach to managing daily operations
- Provides coaching and mentoring to team
- Contributes to the development of new procedures, processes and standards for team/area
- Networks across multiple areas or externally to achieve project objectives
- Informs senior management of progress related to key goals and objectives
- Guides and influences decisions made by management in own area

What's Great About Sophos?
- Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with