Support Manager

REQUIREMENTS
Successful track record in managing people and business
4+ years people management experience
Communication skills in global environment
Remote management skills
Knowledge of budget planning and controlling
Knowledge / familiarity of product(s) / technologies(s) is an advantage
Fluency in English and German;
Action oriented and strategic thinking
Managing systems and processes
Setting goals
Representing Microsoft
Developing people and building team spirit
Negotiation and conflict management

For the Technical Support Centre Romania, Microsoft is looking for Senior Team Manager, with the responsibility for managing Technical Support Engineers. The center will provide complex technical service and support for Microsoft’s customers across Europe, Middle East and Africa.

Location: Bucharest
Contract: Full Time Employee


JOB PROFILE
Effectively manage a Team and deliver against people goals
Responsible for making sure the team delivers the highest level of customer satisfaction
Responsible for consistency in operational planning and execution (performance and staffing, training etc.)
Performance management for Support Engineers
Hiring and Staffing
Owning Technical Readiness planning and execution
Ensure team understands job and business requirements and build team empowerment
Responsible for consolidation of metrics for Business Planning & Reviews
Prepare business cases for specific needs (Headcount, Budget etc.)
Responsible to conduct regular business reviews with all EMEA relevant business stakeholders
Responsible for managing Case Wellness in his/her team
Ensure timely and efficient resolution of problems handled by his/her team
Manage critical or escalated issues to the full satisfaction of the customer
Plan business coverage and ensure that the team is ready for support and service at any time
Good overall knowledge of process flows and how they should work. Able to measure, maintain and improve delivery processes. Take over process ownership. Train staff in all relevant processes
Responsible for providing all relevant information to the upper management to build the budget planning and mid-year-review results (staffing plans, results consolidation)
Regular Engineer coaching and ongoing development
Ownership of projects. Lead in special projects in conjunction with other Microsoft departments

JOB HIGHLIGHTS
In-depth training
Access to emerging products and technologies
Life insurance and medical program
Employee Stock Purchase Plan
Bonus according to performance
Employee software discounts
Lunch vouchers
Mobile phone and laptop
Competitive salary package

Our ideas touch the lives of individuals everywhere and they are born in an environment designed to encourage collaboration, openness and innovation. We want you to join in, influence, learn, challenge, agree and disagree. When you work for Microsoft, you’re free to express yourself your way!

Microsoft is an equal opportunity employer with a strong commitment to diversity and inclusion. We provide an inclusive candidate experience throughout our recruitment process and welcome all application.

Please note that your resume will be entered in our data base and may be used in further recruitment events.