Position Description: Services Support Manager
Workgroup’s Purpose: Purpose is to provide software operations and services to all customers of Microsoft Online Services.
Job’s Purpose: Provide Support Expertise for customer, Partners and internal teams. Candidates will be assigned account management responsibilities to drive Enterprise/SMB customers support Experience. Provide technical expertise for any BPOS Standard scenarios and assist in the development of other Support team members. You’ll be acting as customer’s advocate with in Microsoft and drive customer issues with Support, Hosting and Engineering.
General responsibilities include:
Proactive/Reactive Account Management: The Services Support Manager is responsible for the overall customer experience and is the front-line to all customer escalations that occur regarding the services purchased in Microsoft Online Services (MOS). At times the Services Support Manager will be called upon to help with the reactive support and implementation activities. The primary role of this position is to act as support contact for customers all aspects of Support for BPOS Standard CustomerPartners (internalexternal) to us. Other responsibilities include: Key contact for BPOS Standard client within the organization; responsible for communicating the voice of the customer internally as well as the voice of the company to new and existing accounts. The Services Support Manager assists, driving adoptions, CPE escalations and develops client relationships and ensures client/partner expectations are being set and met while we are engaged in driving their escalations onto our service. Key to this role is helping drive improvement in Support Experience, reporting needed technical documentprocess updates and functional changes to internal resources. The role requires a good blend of solid technical know-how and customer service skills; the ability to help communicate escalation findings clearly and confidently to executive levels within the customer base, as well as at the executive level within the division. Ensuring the customer’s technical readiness for purchased services is critical to managing customer satisfaction. You will have frequent contact - phone and electronic - with customers requesting Support. On-site customer interaction is minimal.
Specific responsibilities by time allocation include:
ProactiveReactive – 70%: The Services Support Manager is responsible for helping Microsoft Online Customers adopt the services by supporting all escalations submitted. The Services Support Manager will also work with both the Standard Break Fix team and Agile Support Engineers in our team to ensure customer’s tickets are appropriately escalated and supported when needed, and manage customer expectations around response and ticket resolution. The Services Support Manager should ensure that escalations are handled in the quickest possible fashion with concentration on customer satisfaction and customer communication. This position drives and resolves all escalated issues as well as participates in post mortem discussions and raise awareness to internal teams when changes are needed do existing procedures/processes.
Team Projects and Personal Growth - 20%: As part of the Services Support organization, each Services Support Manager is responsible for leading a technical area as well as driving occasional special projects. Some examples of these special projects are: acting as the team technical lead for individual service area, updating documentation, driving service knowledge and project managing future releases of that service throughout the organization on behalf of customers. Other core responsibilities will include customer call-downs during new datacenter launches, reversing poor adoption, driving training and documentation feedback, updating wiki for the entire team following service/issue discovery, etc. On-going technical training is also a requirement for all team members within two key component areas.
The MOS Program Offering – 10%: The Microsoft Online Services offering addressing a space that has significant IT challenges. The enterprise class experiences enabled by Microsoft Office on-premise offerings has become increasingly more challenging for smaller organizations to deploy and manage. DeliveringExtended via MOS (Exchange, FOPE, SharePoint, LM, etc) dramatically reduce the complexity and preserve the same rich user experience enterprise customers enjoy. The following Microsoft products will form the basis for MOS: Exchange, Microsoft Office SharePoint Server, Office Communication Server, Live Meeting and Microsoft Office Communicator Server. This covers major workloads of email, IM/Presence, web conferencing, and application/document sharing. A significant amount of the Deployment Support Managers time will be spent in technical support, specification reviews, discussion, validations and hands-on knowledge transfers.
Required qualifications include:
• 8+ years information technology role experience.
• 5+ years of Exchange Support (Preferred), Active Directory, Systems Development, Network Operations, or Customer
• Hands on Enterprise Customer Support Experience. Preferably account management experiences for small to medium enterprise.
• Excellent Communication Skills, both written and verbal.
• Helped members of cross-site teams to provide solutions that assisted customers
• Turned high-profile global escalations into a revenue opportunity for Microsoft
• Successfully managed escalations that had Executive-team visibility
• Authored a white paper on his/her technology area of expertise
• Influenced strategy or decisions at the executive level within Microsoft, which ensured that business group priorities were communicated to Microsoft leadership
• Built supportability tools that resulted in greater retention of Support Engineering staff
• Ensured that worldwide Supportability counterparts were included in the overall process by using established local processes and effective two-way communication
• Arbitrated or made tough decisions on scope based on potential for significant overrun and cost benefits to Microsoft and the customer
• Created outspoken advocates of Microsoft at customer CEO and CIO levels by providing superior customer service, which led to continued Microsoft revenue
• Ensured timely and clear communication of any events that might affect the work of other team members
• Created a productive work environment by encouraging teamwork and collaboration, by effectively managing change, and by clearly communicating business strategy
• Supported, encouraged, and identified training and on-the-job development for team members
• Was involved in recruiting successful candidates to the Support team
• Acted as a change agent for the team while managing significant business challenges by displaying Microsoft values
• Consulted on development specifications for future releases
• Demonstrated the ability to lead projects that have a global scope in addition to core business responsibilities, which resulted in thought leadership
• Implemented changes that impact major processes such as mentoring, which resulted in process efficiencies at a global level
• Led projects that had a global impact
Service related experience:
• High proficiency levels in the following competencies:
a. Troubleshooting
b. Analytical problem solving
c. Building customer/partner relationships
d. Cross-boundary collaboration
e. Customer advocacy
f. Technology expertise
The ability to communicate with product development, hosting and other internal organizations at the appropriate technical depth
• The ability to work with minimal management supervision
• Exceptional customer service and overall communication skills, including technical writing
• A strong knowledge of the Microsoft Windows platform
Preferred qualifications include:
• Expertise in at least one of the following technical product areas (Deep Exchange Preferred):
a. Exchange 2003-2007 / Outlook
b. Exchange Hosted Services (EHS)
c. SharePoint Portal Server 2003 and 2007
d. OCS/Communicator
e. Live Meeting
• Understanding of networking, protocol analysis, and debugging
• Previous Partner/Vendor service delivery experience
• Understanding of application deployment in an enterprise environment
• MCSE or equivalent is a plus
• Blackberry Enterprise Server 4.x or 5.x
• Additional network certifications (e.g. MCSA, CCNP, CCNA, A+)
• Bachelor degree in a technology/Computer Science discipline (equivalent work experience considered )
