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.  

Job Overview

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.

Key Responsibilities

1. Provide guidance and resources to manage all aspects of professional development by facilitating appropriate training, coaching and collaborative performance feedback.
2. 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.
3. Set objectives, goals and due dates for assignments. Provide direction to employees according to established policies and management guidance.
4. Frequently interact with functional peer groups to gain cooperation of others and/or conduct presentations concerning specific projects or schedules.
5. 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.
6. Manage team performance by providing coaching to team members to encourage performance improvement.
7. Measure individual and team performance against individual, team, organizational, and company goals, and provide timely feedback.
8. Use initiatives to improve customer satisfaction.
9. Evaluate individual and team training needs and collaborate with appropriate business owners to enable training opportunities.
10. Encourage the team to understand and communicate the company vision and competitive strategy for driving business.
11. Use Recognition and Reward Programs to keep employees engaged, motivated and satisfied.

Job-Specific Authority and Scope

• Generally, works without consulting their manager.
• Independent decisions are made daily.
• Examples of typical decisions without manager consultation:
  • Review and approve periodic expenses, daily work schedules and absence requests.
  • Determine how to use resources to meet goals and schedules.
  • Assign projects or special assignments to team members.
• Typically has 11+ direct reports.
• Typically has a geographic focus of Region.

Skills & Competencies

• 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.
• Demonstrate the use of interpersonal and social skills in individual and group settings, including:
  • Actively listening to what other people are saying.
  • Verbally communicating fluently and confidently with subordinates, peers and senior management.
  • Presenting written communication in appropriate formats with good grammar and punctuation.
  • Instructing, coaching and mentoring to improve performance and employee development.
  • Networking to proactively establish a variety of contacts and build new relationships.
  • Negotiating to reconcile differences and produce an agreement.
  • Recognizing and resolving conflict through collaboration and consensus.
• Experience of team supervision and leadership:
  • Evaluate and assess the processes and results of a team.
  • Give instructions and measure the accomplishment of a task.
  • Motivate a group of people toward a common goal.
  • Provide guidance or direction in new situations.
  • Set goals and provide appropriate feedback.

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

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.