What Joining the Microsoft CE&S as Support Engineering Manager Means :
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.
In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
What drives us? Customer obsession.
Working as One Microsoft to provide a seamless customer support experience across all products provided through the best of technology and people focused on customer delight.
Microsoft Customer Service & Support helps Microsoft customers around the world get the best outcomes from their investments in the latest Microsoft cloud technologies.
We focus on empowering customers on their digital journey, from envisioning new possibilities to delivering solutions that result in targeted business outcomes and a great customer experience.
As a Support Engineering Manager , you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft’s customers.
You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience.
The Impact You’ll Be Making as a Support Engineering Manager :
Nurture the Microsoft culture in the team, fulfilling the Model, Coach and Care expectations
Commit to Performance Management & Recognition Program.
Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer and field escalations
Position and support your team to succeed by maintaining focus on the fundamentals and assuring team members are ready to deliver success (professional skills, required training, cultural initiatives, industry certifications and standards)
Attract, Develop, and Retain Talent
Deliver Results Through Teamwork
C ommunicate Effectively
Role Model Microsoft Values
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.
People Management Responsibilities :
Attract, recruit and retain the right talent with the focus to create an industry-leading service delivery team, build diverse and inclusive teams, enable an environment in which people can do their best work, and identify / develop future successors and team members.
Manage and lead a team of Support Engineers and Support Escalation Engineers, with focus on team performance.
Regularly 1 : 1s meetings with your direct reports, providing feedback on an ongoing basis and coach engineers on improving communication skills, technical ability and speed of customer and internal deliverables.
Ensure your direct reports develop their professional skills through active participation in delivery events, training, mentoring and communities.
Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality and value.
Build effective relationship with global Customer Service and Support leaders, Microsoft engineering and business leaders for effective projects for right business impact.
Manage high priority escalations as appropriate, responding to escalated customer cases in a timely manner, ensuring appropriate resources are assigned;
Coordinate and communicate with field teams (Sales, CSAM's, and Field customer engineers) to ensure the right consumer expectation setting.
Who We Are Looking For
Knowledge, skills and abilities :
Strong ability to attract, develop and retain top talent.
Change agent : natural at embracing change and lead people through ambiguity and transformation.
Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
Capability to supervise work, set the behavioral example and adjust strategies and tactics as necessary.
Proficiency in coordinating and conducting 1 : 1 meeting with individual team members to provide instruction, coaching and personal development as well as to receive personal feedback.
Exceptional leadership, collaboration and negotiation skills working in a complex, matrix organizational structure
Excellent interpersonal skills, with an ability to facilitate and influence at senior levels
Flexibility to work with ambiguity and the ability to balance priorities across multiple tasks
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.