Red Hat IT Global Enterprise Support Manager, Americas in Remote, United States

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat IT Global Enterprise Support Team is looking an IT Global Enterprise Support Manager for the Americas to join us in Raleigh, NC, Westford or Boston, MA. In this role, you’ll be responsible for a multi-tiered support team consisting of an associate manager and support engineers across both North and Latin America. You will report to the Director of Global Enterprise Support. As part of a global team, you will work with your IT peers around the world to guide our strategic support improvements, as well as ensure you and your team provides premium IT support to all of Red Hat. You should have both significant demonstrated IT support management experience, as well as strategic transformational experience. Remote candidates with the ability to travel to Raleigh on a monthly cadence will also be considered. Successful applicants must reside in a state where Red Hat is registered to do business.

Primary job responsibilities

  • Lead and manage the Americas Support team in providing day-to-day enterprise IT support and provisioning to all Red Hat associates and contractors

  • Strive for an epic associate support experience; consistently exceed all Service Levels and other performance metrics

  • Oversee Laptop provisioning in your region including all new starters onboarding experience

  • Manage the live support channels to ensure a timely support experience

  • Develop and engage with the key business stakeholders across the region

  • As part of the leadership team, manage as a thought leader, and bring forward and deliver on strategic programs to improve support delivery and the user experience

  • Ensure that your team is staying engaged with our end users and be very involved with office’s support operations

  • Ensure that we are delivering a high level of customer satisfaction

  • Partner with other IT leaders and their teams on specific office technology projects

  • Provide direction, coaching and mentoring to increase your team's capabilities and effectiveness, to develop their competencies, and to ensure they are meeting the goals and expectations of their role; ensure proper staffing levels are provided

  • Oversee the successful planning and delivery of key events like sales kickoff meetings and technology events

  • Develop understanding of customer needs and company goals to organize and coach the team to effectively meet them

  • Coordinate with your peers around the world to ensure global collaboration and consistency in implementation of tasks

  • Lead collaboration efforts between various IT teams with a focus on support

Required skills

  • Bachelor’s degree in IT or 15 years or more of relevant IT leadership experience or a combination of both

  • Experience leading IT technical support teams at an enterprise level at other companies

  • True understanding of ITSM and metrics analysis

  • True understanding of your business stakeholders and their needs

  • Demonstrated track record of providing premium global IT support at enterprise level and improving customer experiences (internal or external)

  • Great customer-centric focus and a solid team player

  • Excellent written and verbal communication skills and ability to collaborate with teams from other regions of the world

  • Demonstrated reputation and brand with your IT peers and business stakeholders

  • Experience with and passion for leading change and continual improvement

  • ITIL Certification or knowledge an expert level

  • Experience with ITSM Service Management tools like Service Now

  • Willingness to travel up to 25%

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Job ID 65998

Category Information Technology