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Manager, Technical Support

Req id:  28058

Reading, GB

 

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 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

  • 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 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.
  • Provide situational analysis and provide recommendations as required.
  • Manage team performance by providing coaching to team members to encourage performance improvement.
  • Measure individual and team performance against 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.
  • Use Recognition and Reward Programs to keep employees engaged, motivated and satisfied.
  • 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.

 

Preferred Education

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

Work Experience

Typically, 7 or more years of Technical Support or IT experience. Familiar with industry concepts and practices.

 

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.

Aptitude for development of interpersonal and management skills.

 

 

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.


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

Apply now »