Manager, Technical Support

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.  

The Opportunity

This position is responsible for the professional development of a large team of direct reports to increase overall job satisfaction and employee performance, as well as meet business objectives and organizational goals to drive customer satisfaction.

You are great at: 

Provide guidance and resources to manage all aspects of professional development by facilitating appropriate training, coaching, and collaborative performance feedback.

• Work collaboratively with employees; may become actively involved, as required, to meet schedules, business objectives and resolve problems. Exercise judgment within defined procedures and policies to determine appropriate action.
• Set objectives, goals, and due dates for assignments. Provide direction to employees according to established policies and management guidance.
• Frequently interact with functional peer groups to gain the cooperation of others and/or conduct presentations concerning specific projects or schedules.
• Use open and honest communication to articulate the team's business objectives, goals, procedures, policies, schedules, and results. Hold bi-weekly meetings at a minimum to discuss all corporate and organizational executive messaging.
• Manage team performance by providing coaching to team members to encourage performance improvement.
• Measure individual and team performance against the individual, team, organizational, and company goals, and provide timely feedback.
• Use initiatives to improve customer satisfaction.
• Evaluate individual and team training needs and collaborate with appropriate business owners to enable training opportunities.
• Encourage the team to understand and communicate the company vision and competitive strategy for driving business.
• Assist with resource management by collaborating with HR and recruiting agencies, interviewing and assessing suitable candidates to recommend appropriately qualified personnel.
• Carry out assigned responsibilities for formal Goal Setting and annual Performance Management, including measurement and appraisal of employees, as well as promotion recommendations.
• Promote corporate and/or organizational Career Planning Programs, provide access to resources and encourage employees to take ownership of their personal career planning.

What it takes:

Bachelor's Degree or global equivalent in Computer Science or work experience demonstrating management skills and a high level of technical aptitude.

Several years of Technical Support or IT experience.

Familiar with industry concepts and practices.

Capable of working in high-pressure situations involving escalated issues, deadlines, and adverse business impact.

Experience in the techniques of problem-solving and decision-making to resolve difficult situations.

Experience in performance management

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.