Technical Support Manager

Job Description

? Analytical/performancePlease bear in mind that if you do this, certain personalized features of this website cannot be provided to you.Technical Support Manager page is loadedTechnical Support ManagerlocationsMA-Casablanca, Morocco (Boulevard Al Quods) time typeFull time posted onPosted Today job requisition idR207555*Position:Technical Support ManagerTechnical Support ManagerArrow Electronics is a global provider of products, services and solutions to industrial and commercial users of electronic components and enterprise computing solutions, with 2015 sales of $23.28 billion. Arrow serves as a supply channel partner for over 100,000 original equipment manufacturers, contract manufacturers and commercial customers through a global network of more than 460 locations serving over 85 countries. A Fortune 150 company with 18,500 employees worldwide, Arrow brings technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial and consumer electronics. Arrow provides specialized services and expertise across the product life cycle.Arrow does this by connecting customers to the right technology at the right place at the right time and at the right price. Arrow provides extraordinary value to customers and suppliers - the best technology companies in the world - and connects them through the company?s industry-leading services. For our location inCasablanca we are looking for a Technical Support Manager.Main Purpose of the roleFor our office in Casablanca we are looking for the Support manager who will be responsible for managing and directing the support team group and coordinating service delivery to our global customers and partners.You will be in charge of a technical support team that provide support on technical problems to our global customers and responsible for the daily operations of the team to ensure they achieve business targets.The successful candidate will be working with security market leaders such as Broadcom, Check Point, F5 etc. and will be responsible of expanding our amazing team and have ownership of delivery in multiple areas.The ideal candidate would be someone who has 5-7 years of related managerial and technical experience in a global service delivery team and is looking to use and enhance their skills and enjoys working as part of a support team. The candidate should be fluent in English.This role involves strategic planning for technical roles and process improvement. The ideal candidate would be someone who is willing to learn and has excellent communications skills at all levels.Key Tasks / responsibilities:All tasks to be carried out in a Total Quality manner, consistent with the Company culture.Manage and direct the support team by providing resources, training, and support needed for staff to service our global partners and customers.Coordinate and supervise the daily activities of technical support team, coordinate work activities with other support managers, managing escalations.Support the Team and business with any unusual/high-level issues that arise.Manage and develop line staff, including providing direction, setting priorities and goals, hiring, coaching and corrective actions. Determine staff utilization, certification requirements. Providing positive working environment to support the team growth.Strategic planning for technical roles, as well as with existing and prospective customers/suppliers.Provide input on resource planning and policy development.Identify and lead initiatives to improve on all KPIs and Performance MetricsCreate and be accountable to regular reporting to the Leadership Team.Process improvement/design as assigned as decisions are guided by policies, procedures, and business plan.Identify, Communicate and Mitigate potential risks to the Company and Clients.Prepare and deliver Quarterly Business Reviews, Annual Business plans and supplier development plans in conjunction with respective business partners.Cooperate with other business units/Arrow personnel to make sure that expectations are being met and our work is running smoothly.Have goal-oriented focus with the ability to prioritize multiple dynamic situationsTypically, does not spend more than 20% of time performing the work supervised.Act as a team player and be helpful and effective member of the team.Skills/Experience RequiredExcellent English speakerPrior experience in a managerial or supervisory roleInterpersonal and communication skills at all levelsGood technical skillsAnalytical thinkingTeam working skillsExpertise in training and developing of staffOrganisation and time managementGood prioritisation skills and flexibility to adapt plansConfidence in decision-makingAn ability to work to tight deadlines and within constraintsProactive attitudeAbility to remain calm under pressureThe ability to keep up with and adapt to the fast-paced IT worldLocation:MA-Casablanca, Morocco (Boulevard Al Quods)Time Type:Full timeJob Category:**Engineering and Technology

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