ITS Support Manager , Global Service Desk - Remote Eligible

Amazon It Services Support Team

Amazon's IT Services Support team provides highly-available IT support for Amazon employees worldwide. You will manage local and/or remote resources and assist the global organization to define the perfect customer experience and own the strategies to create that experience. You will help the group develop and leverage their knowledge base to expedite the resolution of recurrent issues. You will identify ways to proactively reduce requests through automation, documentation, and process improvement. You will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success. You will work alongside a group of leaders to define the priorities and track the metrics and key performance indicators within the organization as a whole. You will hold service owners accountable to resolve issues on behalf of your customers.

Key job responsibilities:

• Leading a team of Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonian's.
• Measuring, monitoring, and maintaining the team's ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Coordinating a variety of projects in an operational environment.
• Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
• Developing and maintaining policies, procedures, and processes.
• Hiring, developing, and retaining great talent.
• Reducing contacts through process improvement and root cause analysis.
• Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
• Should be flexible with shift rotation to support 24X7 model (APAC, EMEA, AMER)

About the team: Global Service Desk supports Corporate & Customer Services Business Unit for their IT related issues via Voice, Chat and Ticket as support channel.