לוח משרות דרושים תמיכה טכנית - מחשבים ורשתות בפתח תקווה

The Global Support Manager will be based at our Israel offices, responsible for leading the entire global support operation. This vital role involves managing operational excellence, optimizing support processes, and driving a customer-first culture to ensure outstanding service delivery. The ideal candidate is a proactive leader, able to engage cross-functional teams, senior management, and customers with clear communication and strategic focus.
Responsibilities:

* Lead and manage the global support operation, overseeing cross-regional teams to ensure efficient and unified service delivery
*  Develop and continuously improve support processes, SLAs, and KPIs aligned with company goals and customer expectations
*  Collaborate closely with Product, DevOps, and Engineering teams to resolve escalations and enhance the customer experience
*  Oversee team performance, provide coaching, and manage recruitment, training, and development to maintain high operational standards
*  Drive customer satisfaction by ensuring fast and effective issue resolution, and proactive communication with key clients
*  Prepare and deliver detailed reports on support metrics and trends to senior leadership
*  Establish and maintain strong relationships with customers, internal stakeholders, and support teams worldwide
*  Manage talent acquisition and onboarding of support personnel to scale global operations

As a specialist, you'll have deep-dive hands-on experience with all matters related to End User Computing technologies. The specialist will lead EUC projects at a variety of organizations while delivering an end to end professional services (planning, installation, configuration, administration, and maintenance). As part of the specialist role, you'll be managing queries and issues escalated from customers.

Responsibilities:

Plan and architect EUC solutions from the infrastructure level to the end-user device level
Integrate best practices, evolving technologies, and EUC platforms such as Terminal, VDI, DAAS workspaces, and overall Enterprise Mobility
Create High & Low-level design documents, including procedures documentation
Installation and configuration of EUC solutions as part of the project scope
Build work plans, setting deadlines for various projects, and lead them to execution
Provide effective technical support and fault resolution with timely feedback to customers, adhering to Service Level Agreements
Provide maintenance activities as part of a scheduled maintenance window during day time and night time if required
Take ownership of patching and upgrade projects for EUC environments in various organizations
Testing new technologies, finding the appropriate use cases with the customer base, and leading POC activities
Keep up to date with EUC solutions using documentation and LAB tests, and maintain required certifications
The role includes executing field activities throughout the country, mainly in Gush Dan