Come join us! As a Senior Technical Support Manager, you will lead teams that provide quality technical support to our growing client and partner base. Our first-line managers, as well as our support engineers, are foremost problem-solvers who are passionate about networking. Meraki Support is seeking talented, enthusiastic, tech-savvy, and experienced individuals to help us lead our teams as we strive to deliver an indispensable/world-class customer support experience. We're looking for people who take pride in doing excellent work and can both teach and learn from those around them.

In addition to keeping your team running smoothly, the Support Senior Manager will also be intimately involved in the strategic growth of both the support team personnel and initiatives. Our people are acutely important here at Cisco Meraki, and as a Senior Manager you will be expected to identify, develop, and foster talent who can continue to contribute as future Support Leaders. Touted as one of Cisco’s most successful acquisitions, Meraki is an exciting place to be, join us and have an impact on the continued success and development of the Cisco Meraki Support Team. If this is you, we'd love to hear from you!

Responsibilities

• Provide guidance to direct reports, comprised of first-line managers and individual contributors.
• Actively involved in escalations needing executive coverage
• Champion support in company organized events such as (but not limited to): executive briefings, seminars, trainings, etc.
• Ensure clarity around priorities and goals for the entire portion of support
• Work across departments with peers and leaders in other groups to ensure collaboration for shared Cisco Meraki goals
• Work with fellow support senior management and other peers for strategy development and execution planning
• Communicate goal results and key performance indicators to direct reports and drive your teams towards success
• Facilitate goal-level creation for the broader function and works with managers to ensure the goals cascade to all workers.
• Identify new leadership talent and foster that talent into future Support Leaders
• Participate in the overall recruiting initiative of the department
• Promote an inclusive and supporting culture within and across teams

Qualifications

• B.S. in Computer Science, Computer Engineering, or a related discipline from an accredited university.
• 3-5 years progressive responsibility in support/help desk role
• Minimum of two years of experience in a management role
• Proven ability to manage in a customer-centric support role.
• Working knowledge of (but not limited to): Wireless, Routing, Switching, Voice, Cloud Networking Concepts.
• Relies on extensive experience and sound judgment to plan and accomplish goals.
• Able to think strategically and critically about the goals of both Meraki and Support while committing fully to data driven decision making
• Excellent communication skills, both written and verbal
• Exceptional time management skills
• Passion for leading and working with others and having a role in the professional growth of others