Manager, Global Support

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

A F5 Global Support Manager (GSM) is a key member of the Support Services Leadership team, who manages a highly technical team of product support specialists, including Technical Support Coordinators (TSC), Network Support Engineers (NSE), and Field Customers Engineers (FCE) at all levels of seniority. GSMs share the responsibilities of managing a regional Network Support Center (NSC), with responsibility for both regional performance and global consistency. The GSM’s primary responsibilities include providing direction to team members, leading customer interactions, maintaining high customer satisfaction ratings of their team and the support center, managing F5 Support Service’s Top Quality Objectives and contributing to process improvements. Working in a highly-collaborative environment, Global Support managers effectively lead support employees including TSCs and NSEs locally and remotely; effectively communicate daily priorities to other support center managers and manage customer expectations in line with F5 policies and our Quality Management System. As a key contact for support escalations from customers, sales and partners organizations, the GSM interacts with internal and external F5 customers on high profile and critical business impacting events; managing resources, providing appropriate executive/team updates and ensuring global coverage are essential skills for success.

***Primary responsibilities**:

- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
- Ensure high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System.
- Contribute to process and infrastructure improvement. Actively participate in regional and global Support Services leadership teams
- Perform other related duties as assigned.
- As required, participate as a Regional Sales - Support Liaison assigned to a specific theater region.

***Knowledge, skills, and abilities**:

- Proven track record of managing and developing employees.
- Ability to work in a multifaceted, matrix-managed environment across local and remote offices.
- Knowledge of common support center metrics and ability to manage teams to key performance indicators.
- Strong focus on customer satisfaction.
- Experience with case management ticketing systems, workforce management programs a plus.
- Ability and experience to act as an incident manager for technically and often politically challenging enterprise customer situations related to support and customer’s system availability.
- Relay complex technical issues to a wide range of audience both internal and external to F5.
- Effectively communicate in English (written and oral fluency required).

***Qualifications**:

- 3 years or more management experience in a customer service role.
- Bachelors degree or relevant business/industry experience.
- Experience in a technical support role is a plus.

***Physical demands and work environment**:

- Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to utilize a computer, communicate over the telephone, attend virtual meetings over Zoom or Teams, and read printed material.
- Duties require working 1 weekend day.
- Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
- Duties may require the ability to travel via automobile or airplane, approximately 5% -10% of the time, when the pandemic is over.
- The job requires the ability to lift up to 50 lbs.

LI-VO

**Equal Employment Opportunity**

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.