Workgroup Purpose:
As part of the Customer Service and Support (CSS) the UK GTSC Team provides high level technical support to Premier Customers, delivering on customer expectations, timely results and maintaining the high quality expected of Microsoft’s products and support.
Role Purpose:
To manage highly motivated, results focused local or virtual GTSC (Global Technical Support Centre) team of engineers that achieve the GTSC Service business goals. This position has responsibility for managing a team of around approx. 10-15 GTSC Support Engineers of varying levels and will report to the UK GTSC Unit Manager. You will be required to make sure the team delivers the highest level of customer satisfaction, effectively managing the team and delivering against all people goals.
Team/Department Mission
To deliver the highest level of customer satisfaction.
Key Responsibilities
- Responsible for making sure the team delivers the highest level of customer satisfaction.
- Effectively manage a Team and deliver against people goals such as OHI and LHI.
- Responsible for managing Case Wellness in his team.
- Ensure resolution of problems even if they go beyond Microsoft scope (multi-vendor coordination).
- Manage critical or escalated issues to the full satisfaction of the customer.
- Ensure that the team is ready for support and service at any time.
- Have an overall knowledge of process flows and how they should work. Is able to measure, maintain and improve delivery processes. Take over process ownership. Train staff in all relevant processes.
- Ensure team understands job and business requirements and build team empowerment.
- Hiring and Staffing
- Responsible for providing all relevant information to the Unit Manager to build the budget planning and MYR results (staffing plans, results consolidation).
- Regular Engineer coaching and on-going development
- Assist Business Manager
- Ownership of projects. Lead in special projects in conjunction with other MS department (Microsoft Consulting Services, Pre Sales)
- Participate in the 24x7 Duty Manager rotation
Key Success Criteria
Key performance indicators (KPIs):
- Customer satisfaction/CPE results
- Meeting/Exceeding Service level agreements (SLAs)
- Total Minutes per incident (TMPI)
- Team utilization
- Budget
- People Management
- MS Poll results
- Staffing/hiring
- Readiness
Performance management
Knowledge, Skills and Experience
1) Ideal Experience
- Demonstrable experience at man management for a team of 10+
- Ability/experience to recruit and retain highly motivated staff
- Degree or proven track record in managing people and a business.
- Ability to achieve results that are dependent on international collaboration and teamwork
- Ability/experience to be able to define operational process to improve end user experience and increase efficiency
- Ability/experience to manage budget of approximately $5million
- Proven record of effective performance management
2) Technical / Functional Skills
- Knowledge of product(s) / technologie(s) being supported by Team
- Remote Management Skills
- Knowledge of Budget Planning and Controlling
- Knowledge of Management Principles
Personal Attributes / Interpersonal Skills
Ability to initiate and build good working relationships with GTSC engineers, CTSC sites and QFE Engineering
Communication skills in Global environment
3) Qualifications
- Graduate caliber or equiv. experience
- Demonstrable external people management experience or
Established Microsoft people management experience
Additional Information
Fluent in written and spoken English
Microsoft is an equal opportunity employer and supports workforce diversity
