Business Technical Support Manager

Business Technical Support Manager

Bitdefender
Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry's most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world's most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com

The Enterprise Support and Services team based in Bucharest is looking for a new enthusiastic member!
As an Enterprise Support Manager for Global Support Team, you will be reporting directly to the Director of Enterprise Support and Services. You will oversee and provide functional support to internal and external customers in delivering high-service quality and satisfaction. The right person will also be comfortable interfacing with clients and managing intricate and sensitive client relationships, ensuring they are fostering these relationships until resolution has been reached. We expect the ideal candidate to contribute to our positive team culture by sharing our values: outstanding service to our customers, partners, and each other; respect, accountability, and excellence in everything we do.
In this process, you will act as a link between our customers' needs and the enterprise support and services department by providing quality and operational review reports and detailed descriptions or reports where necessary. You will thus be required to work closely with the enterprise support engineers, as well as security or sales experts, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.

Responsibilities
Managing the customer support team's day-to-day functions
Provides guidance, instruction, direction and leadership to the team
Effectively managing and developing the Global Support Team
Ensure delivery capacity required by the market
Propose and implement improvement measures to increase efficiency and effectiveness
Build strong relationships with other internal teams: marketing, product delivery, product management and documentation
Informing the team of all new information related to products, procedures, and trends
Ensuring that all processes used by the Support team are thoroughly documented, consistently audited, and regularly improved
Responding to escalated customer support issues
Assessing support statistics and preparing detailed reports on the findings
Overseeing and evaluating the team's ongoing training efforts
Delivering performance evaluations and following the disciplinary process according to company policy
Coordinating and managing all relevant stakeholders that are involved in Support operations
Build strong relationships with other internal teams: marketing, product delivery, product management and documentation
Interviewing and hiring new employees
Adhere to our company's values and principles

Technical requirements

Minimum 5 years of professional experience in the following areas:
People management role with 10+ direct reports
Operational management
IT Service Management
Project management
Strong IT technical background: operating systems, virtualization, networking, antimalware solutions

Other requirements
Strong communication and leadership skills
Excellent verbal and written communication skills, quick learner, dynamic, energetic and customer-oriented
Proven ability to lead, influence, and mentor across functional groups not directly in the reporting structure
Experience with business process improvement and change management
Experience implementing methodologies to improve customer satisfaction and build strong internal relationships
Work independently; receive minimal guidance
Experience dealing with international teams and customers
Demonstrated strong work ethic
Ability to work in a fast-paced environment
Prior experience working with business applications, like Salesforce, Jira, Office, PowerBI
Fluent in both written and spoken English
Fluent in Spanish, German or French is a plus