Support Manager

Short company description

The Microsoft Global Technical Support Centre in Bucharest provides technical service and support for Microsoft’s European Enterprise and Developer customers. The centre is part of the company’s global support operation and is staffed by highly skilled technical specialists in enterprise platform, business and developer applications.

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realise their full potential. The centre is part of Microsoft’s Romanian operation, which was established in 1996. Microsoft supports millions of customers globally on the strength of its network of customer service and technical support centres in markets throughout the Americas, Europe and Asia.

Requirements

REQUIREMENTS
Successful track record in managing people and business
4+ years people management experience
Communication skills in global environment
Remote management skills
Knowledge of budget planning and controlling
Knowledge / familiarity of product(s) / technologies(s) is an advantage
Fluency in English and German or French;
Action oriented and strategic thinking
Managing systems and processes
Setting goals
Representing Microsoft
Developing people and building team spirit
Negotiation and conflict management

Responsibilities

Location: Bucharest
Contract: Full Time Employee


JOB PROFILE
Effectively manage a Team and deliver against people goals
Responsible for making sure the team delivers the highest level of customer satisfaction
Responsible for consistency in operational planning and execution (performance and staffing, training etc.)
Performance management for Support Engineers
Hiring and Staffing
Owning Technical Readiness planning and execution
Ensure team understands job and business requirements and build team empowerment
Responsible for consolidation of metrics for Business Planning & Reviews
Prepare business cases for specific needs (Headcount, Budget etc.)
Responsible to conduct regular business reviews with all EMEA relevant business stakeholders
Responsible for managing Case Wellness in his/her team
Ensure timely and efficient resolution of problems handled by his/her team
Manage critical or escalated issues to the full satisfaction of the customer
Plan business coverage and ensure that the team is ready for support and service at any time
Good overall knowledge of process flows and how they should work. Able to measure, maintain and improve delivery processes. Take over process ownership. Train staff in all relevant processes
Responsible for providing all relevant information to the upper management to build the budget planning and mid-year-review results (staffing plans, results consolidation)
Regular Engineer coaching and ongoing development
Ownership of projects. Lead in special projects in conjunction with other Microsoft departments

Other info

JOB HIGHLIGHTS
In-depth training
Access to emerging products and technologies
Life insurance and medical program
Employee Stock Purchase Plan
Bonus according to performance
Employee software discounts
Lunch vouchers
Mobile phone and laptop
Competitive salary package

Our ideas touch the lives of individuals everywhere and they are born in an environment designed to encourage collaboration, openness and innovation. We want you to join in, influence, learn, challenge, agree and disagree. When you work for Microsoft, you’re free to express yourself your way!

Microsoft is an equal opportunity employer with a strong commitment to diversity and inclusion. We provide an inclusive candidate experience throughout our recruitment process and welcome all application.

Please note that your resume will be entered in our data base and may be used in further recruitment events.