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Description and Requirements
As the Sr. NA ISG Premier Support Manager, you will lead and manage the premier support team for the Infrastructure Solutions Group (ISG) in North America. Your responsibilities include developing and implementing strategies to ensure the highest level of customer satisfaction and retention. You will monitor and analyze team performance, create, and maintain team schedules, and train and mentor team members to improve their technical skills and customer service abilities.
You will collaborate with cross-functional teams to identify and resolve complex technical issues for clients, develop and maintain strong relationships with internal teams and key clients, and stay updated on industry trends and advancements in technology. Additionally, you will develop and implement customer service policies and procedures, monitor and report on key performance metrics, and act as a point of escalation for complex or high-priority customer issues.
The ideal candidate for this role should possess strong team management, quality improvement, and organizational skills. They should be adept at managing priorities and have a knack for problem resolution. It is a position that requires both operational excellence and a strategic mindset to continuously enhance the customer support experience and maintain Lenovo's competitive edge.
This role requires the candidate to be local to the Morrisville, NC. Also, the employee will be required to adhere to our 3:2 hybrid work schedule.
Job Responsibilities:
- In this role, you will be responsible for managing a dispersed premier support team for our Infrastructure Solutions Group (ISG) in North America, ensuring the highest level of customer satisfaction and delivering exceptional support to our clients
- Develop and implement strategies to ensure the highest level of customer satisfaction and retention
- Monitor and analyze team performance and implement corrective measures as needed
- Create and maintain team schedules to ensure adequate coverage and support for clients
- Train and mentor team members to improve their technical skills and customer service abilities
- Collaborate with cross-functional teams to identify and resolve complex technical issues for clients
- Develop and maintain strong relationships with key clients to understand their needs and provide tailored support solutions
- Monitor and report on key performance metrics, including customer satisfaction, response time, and issue resolution rate
- Act as a point of escalation for complex or high-priority customer issues
- Conduct regular performance evaluations and provide feedback and coaching to team members
- Manage team budget and resources effectively to ensure optimal performance and cost efficiency
- This position will have one manager that will report directly to you
Basic Requirements:
- Bachalors degree or equivalent experience
- 3 - 5 years of experience in management
- 3 - 5 years of experience in infrastructure technical support (Server, Storage, or Cloud solutions)
Preferred Requirements:
- Effective communication skills, both written and verbal
- Superior customer service skills
- Ability to adapt quickly and pivot to resolve clients' issues
- Strong leadership skills and experience to drive training, coaching, and performance management
- Ability to prioritize in a fast-paced, dynamic work enviorment
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* United States of America - North Carolina - Morrisville