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    Support Service Manager - Manila, Pilipinas - Pax8

    Pax8
    Pax8 Manila, Pilipinas

    2 linggo ang nakalipas

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    Paglalarawan
    No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.

    Culture is important to us, and at Pax8, it's business, and it IS personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.

    We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

    Position Summary:

    The Support Services Manager oversees our ANZ Technical Support Engineers and Service Coordinators in both tactical operations and strategic longer-term initiatives. The manager supervises team members while guiding and developing them to meet their goals. The Manager continuously innovates to improve customer and employee satisfaction.

    The position suits someone who can drive a world class partner support in an increasingly fast paced environment whilst delivering servant leadership to a growing team. Continuously improving the partner experience by delivering exceptional cross team communication and clear goal setting for the Support team

    Essential Responsibilities (includes, but not limited to):

    • Managing a team of Technical Support Engineers and Service Coordinators throughout the employee cycle (e.g., interviewing, hiring, onboarding, conducting monthly 1:1's, mentoring, developing, reviewing performance, etc.)
    • Act as a point of escalation for all external/internal points of customer service through inbound calls and ServiceNow tickets, ensuring the team responds in a timely manner and in line with the set SLAs.
    • Analyse and report on case completion and SLAs, identifying areas of continuous improvement and opportunity for streamlining processes.
    • Driving the Support teams performance to meet business objectives (e.g., setting team goals and sharing back with team, measuring team performance, soliciting feedback from internal stakeholders, etc)
    • Drive your own personal development and performance improvements by participating in learning paths on Elev8, taking part in Pax8 L&D programmes, receiving peer or manager coaching, taking on stretch projects or on the job training.

    Ideal Skills, Experience, and Competencies:

    • Proven team management / leadership experience.
    • Solid understanding of the processes and procedures of Technical Support and Service Desk/Delivery departments.
    • Previous experience with ServiceNow would be advantageous.
    • Understanding of ITIL is desirable.
    • Ability to delegate and direct work.
    • Highly organised and detail-oriented with an ability to prioritise and handle multiple tasks and projects simultaneously.
    • Ability to grasp complex ideas and change direction quickly in a fast-paced environment.
    • Excellent verbal and written communication skills with the ability to communicate at all levels.

    Why join Pax8

    Well here are a few points of how we value our greatest assets:
    • At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year AND YES, the 2 weeks are available from your first day
    • In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens, and also for tax time too
    • Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey
    • Connecting with our community is important – which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.

    About Us:

    Pax8 is the leading value-added cloud-based SaaS marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world's favourite place to buy cloud products.
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