Are you passionate about helping customers achieve more Do you enjoy leading and developing people Would you like to join an elite and distinguished team Do you want to help lead our people as we accelerate our own transformation towards a digital organization
If so, the Support Engineering Manager (SEM) position for the Modern Workplace Applications and Manager (MWAM) business in the Microsoft Customer Service and Support (CSS) Organization is a unique career opportunity for you! We have two roles open supporting customers running Microsoft Intune and System Center Configuration Manager.
From problem identification to full resolution, we own and handle the technical challenges and questions our customers have that may be blocking them from fully leveraging our products. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience. This includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsofts customers using our products.
In this role, you will work with customer support data to identify key opportunity areas for improvement as well as help to tell the story on how we are performing and what help is needed to reach our goals in meetings with internal teams as well as key stakeholders. You will set the vision and strategic plan with your team and work towards our bold aspirations while focusing on the growth and development of your team members.
As we transform our business to create raving fans of our products, we will take risks, experiment, and embrace change. You will have the opportunity to innovate and do things differently to help us achieve our goals. We seek out people from diverse backgrounds and encourage them to approach challenges unconventionally.
At Microsoft, we share knowledge, experiences, and resources to help each other achieve our career goals and grow both professionally and personally. As a Support Engineering Manager, you will:
Ensure your team builds the deep technical expertise, agility and excellent communication and interpersonal skills needed to support our customers effectivelyConduct employee assessment discussions, provide coaching, share feedback regularly and partner with employees on career development.Manage all aspects of customer support delivery, including daily operations, scheduling, meetings and addressing customer feedback.Foster a strong partnership between the System Center Configuration Manager support teams and its stakeholders in other parts of the businessPartner with global peers to ensure consistency and follow-through for global processes and coordination of resourcesQualifications
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a requestvia the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Minimum of 5 years of experience leading, mentoring, training, and developing people (preferably technical support teams)At least5 years of experience in product support, technical support, IT Admin support, Consulting, systems development, product development, customer support.
Familiarity with Windows Intune and Configuration ManagerStrong customer service, communication, and interpersonal skillsFlexibility and ability to adapt to ambiguous and changing situationsAbility to manage high pressure situationsFluent in English (written and oral) is mandatoryBachelors degree in engineering, management or business, or related field