Job Description

Overview

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.

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.

We are currently looking for a Technical Support Manager to join our team.

Responsibilities

• Plans, organizes, and manages technical support for one or more of Quest products to provide unrivaled, timely technical support for Quest 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.
• Leads and participates in working with other Quest departments to provide proactive, responsive, and timely solutions to customer and product issues.
• Leads and participates in the management of customers and customer case escalations.
• Participates as a proactive member of the Quest 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

• Quickly learn the general concepts of the technology used in and associated with Quest products.
• 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.
• 10+years of relevant technical customer support experience, or equivalent combination of education and work experience
• 4+ years of leadership experience