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Manager, Technical Support and Services

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Amazon Full time

Amazon is committed to delivering exceptional customer experiences through innovative solutions. The ITS Support Manager, Global Service Desk role plays a critical part in achieving this goal by leading a team of support engineers who provide highly available IT support to Amazon employees worldwide.

The ideal candidate will have 5+ years of experience developing teams of technical professionals across multiple locations, with a strong understanding of service desk metrics and the ability to lead technology teams as an information technology operations manager. A bachelor's degree or equivalent experience is also required.

In this role, you will work closely with engineering teams to plan for the support of new tools and services, improving the level of support provided for existing ones. This includes developing and maintaining policies, procedures, and processes, as well as hiring, developing, and retaining great talent.

Key Job Responsibilities
  1. Team Leadership: Lead a team of Support Engineers, recognizing inefficiency and driving process improvement to enhance productivity.
  2. Service Level Agreement (SLA) Management: Measure, monitor, and maintain the team's ability to meet or exceed contact and resolution SLAs.
  3. Project Coordination: Coordinate various projects in an operational environment.
  4. Communication: Present complex technical information in a clear and concise manner to various audiences.
  5. Process Improvement: Reduce contacts through process improvement and root cause analysis.
  6. Talent Development: Hire, develop, and retain great talent.
QUALIFICATIONS

- 5+ years of developing a team of technical professionals across multiple locations experience
- 2+ years of leading technology teams as an information technology operations manager experience
- Bachelor's degree, or 5+ years of professional or military experience
- Strong understanding of service desk metrics

PREFERRED SKILLS

- Knowledge of hardware architectures
- Experience in hiring skilled technology workers