Technical Support Manager

Overview:
One Identity Software offers award-winning products that simplify IT management for our customers. One Identity Software provides critical components to expand, enhance and simplify IT operations through enterprise solutions in four strategic areas: systems management, security, and information management. These industry leading solutions enable IT organizations to simplify operations, maximize workforce productivity and deliver faster results.

We are currently looking for a Technical Support Manager to join our team who can provide leadership to our engineers as well as support all of One Identity product issues. We are fanatically customer focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work and offers career and personal growth.

**Why work with us?**
- Life at One Identity means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationships.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

**Responsibilities**:
As a Technical Support Manager, you will provide leadership in the management of customers and customer care escalations as well as work with other One Identity departments to provide proactive responsive and timely solutions on product issues.
- Plans, organizes, and manages technical support for one or more of One Identity products to provide unrivaled, timely technical support for One Identity customers and prospects consistent with technical support values.
- Attracts, hires, retains, organizes, develops, manages, recognizes, and rewards a motivated workforce capable of achieving short and long-range business objectives within company policies and procedures.
- Participates as a proactive member of the One Identity management team by setting high standards throughout the Technical Support department and contributes to the company as follows:

- Meets or exceeds short
- and long-term global operating results.
- Takes accountability and resolves any issues preventing the achievement of timely, quality, and cost effective results.
- Takes strategic risks toward achieving operational excellence.
- Maintains high standards of excellence and strong work ethics.
- Ensures appropriate systems, policies, budgets, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.

Qualifications:
You bring to the role extensive experience of leadership experience along with relevant technical customer support experience. You have a knack for learning quickly iin in learning general concepts of the technology used in and associated with One Identity products.

**Key responsibilities, but not limited to**:

- Demonstrated leadership and organizational skills with the ability to motivate and develop a team of professionals capable of achieving aggressive business goals and objectives. An in-depth understanding of the basic principles behind technical support processes and procedures.
- Requires strong written, verbal and presentation skills.
- Good analytical and problem solving skills.
- Ability to quickly understand both business and technical concepts.
- Excellent interpersonal skills with the ability to interact with both technical and non-technical customers.
- Self-motivated, quality driven, customer focused.
- Understands and embraces cultural diversity.
- Proven ability to multi-task and prioritize workload.