Manager, TES ONE Support

United States - Remote

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Rackspace

Manager, TES ONE Support US–TX– San Antonio -or- US - Remote  Rackspace is seeking a Manager for our TES ONE Support team that has a passion for technology and is ready to join our IT Operations organization.    Position Summary  We are looking for an experienced Manager who has a strong passion within support. In this role, you will lead a team on projects of moderate to large size and complexity. You and your team will work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. 

Responsibilities

  • Responsible for hiring, performance appraisals, talent development, and pay reviews. 
  • Focused on developing and maintaining a strong partnership with business leaders. 
  • Develops and follows processes and operational policies in selecting methods and techniques for obtaining solutions. 
  • Supervise personnel in scheduling and completing tasks and status reports, assisting with problem escalation. 
  • Develops and establishes departmental standards and procedures. 
  • Interface with other departments to resolve complex or emergent operational problems. 
  • Provide leadership support for projects, exploiting opportunities for service delivery improvements and value add to the customer/clients. 
  • Manage monthly/quarterly goals that will enable timely project completion. 
  • Collaborates with peers on team goal setting and goal alignment with the department and company. 
  • Coach and develop your team on policies, structures, and process flows. 
  • Identify areas where efficiencies can be gained by evaluating team processes and workflows. 
  • Develop and implement improvement plans. Presents process improvements in team meetings; participates in knowledge-sharing opportunities. 

Qualifications

  • Excellent leadership, follow-up and customer service skills. 
  • Exceptional management and people skills and the ability to engage and motivate staff. 
  • Versatile written and verbal skills. Ability to correspond quickly and courteously. 
  • High energy level, attention to detail, and creative problem-solving abilities. 
  • Ability to execute technical strategies to increase efficiency and service. 
  • Proficient at communicating technical info and ideas so others will understand. 
  • Ability to make appropriate decisions considering the relative costs and benefits of potential actions. 
  • Ability to communicate process and policy changes clearly and effectively. 
  • Must be able to make appropriate decisions considering the relative costs and benefits of potential actions. 
  • Effectively handle multiple tasks and prioritize work in order to maintain required productivity and service levels. 
  • Capable of applying varying leadership skills and traits that create solutions and results to unexpected situations. 
  • Ability to demonstrate Problem/ Incident Management skills. 
  • Demonstrated potential to develop leadership skills. 

Requirements

  • Bachelor’s degree with a focus in Business or Computer Science is required; at the manager’s discretion additional experience may substitute for the degree. 
  • Requires 5-7 years of experience in the related field of expertise. 
  • Requires at least 1 year in a managerial role. 
  • High school diploma or equivalent required. 

About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.  Position is available for remote work in the following states unless otherwise specified. Alabama, Arizona, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
Job region(s): North America
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