Support Engineering Manager @ Microsoft

Your Responsibilities
Nurture the Microsoft culture in the team, fulfilling the Model, Coach and Care expectations through:
Attract, Develop, and Retain Talent
Deliver Results Through Teamwork
Role Model Microsoft Values
Commit to Performance Management and Recognition Program.
Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer and field escalations - and as necessary take ownership to produce a positive customer outcome.
Manage the day-to-day support business within your team.
Foster collaboration with other technology teams to improve the customer experience.
Position and support your team to succeed by maintaining focus on the fundamentals (case load and backlog mgmt., throughput and resolution, removing roadblocks w/in CSS or into Engineering, encouraging collaboration and use of all solution assets, reinforce CAREbehaviors and CSS Strategies, etc.)
Assure team members are ready (working with your Technical Advisor and Readiness Leads where applicable) - technical skills, soft/professional skills, required training, cultural initiatives, industry certifications and standards, etc.
Establish connections across CSS and externally (to Engineering and Microsoft Services) to influence and improve team effectiveness.
Contribute to and help drive Product, Technology, Service, Solution and Process improvement.
Contribute to the success / implementation of CSS and CSS Division led programs, initiatives, communications at the team level.

*CARE:
Communicate Effectively
Accountable
Resourceful
Empathetic

Language Qualification
English Language: fluent in reading, writing and speaking.

Qualifications Experience
Bachelor degree in Computer Science, Information Technology, or related field AND 3 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 1+ years of experience of managing people
OR
5 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 2+ years of people management experience

4-year Degree in Management, Business, Computer Science, or equivalent in work experience.
6+ years prior management or related product/customer support leadership experience
3+ years of experience in program leadership of customer, partner or client satisfaction measurement and improvement
3+ years of experience tracking, understanding and driving improvements based on customer, partner or client feedback
3+ years of demonstrated ability to build/lead a team (ie: technical support, service delivery, and/or customer-oriented environment), Able hire, develop and retain top talent and set goals and expectations.

Excellent written and oral English language skills
Experience in an enterprise support and/or customer service environments with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes.
Passion for and track record for delivering great customer experiences.
Consistently practices and demonstrates strong organizational, communication, project management, negotiation, stakeholder management and problem solving skills.
Passion and interest in enhancing the customer experience (customer obsession)
Problem solver. Ability to apply judgement in high pressure situations with minimal external guidance
Excellent at multi-tasking task prioritization with exceptional organizational skills strong attention to detail
Understanding of reactive case lifecycle and troubleshooting methodology
Familiarity with Microsoft products, programs, policies and services.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.