Resident Tech Manager

• This role is responsible for managing a team of contributors and/or supervisors with a focused scope, ensuring adherence to policies and overseeing on-site hardware and application support delivery. The role leads goal setting, resource allocation, and process enhancement efforts, collaborating cross-functionally. The role guides program objectives, manages budgets, and engages proactively with clients for continuous improvement. The role also serves as an expert, fosters talent management, and recommends strategic changes in alignment with business goals.

• Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures.
• Leads a team accountable for delivering on-site hardware, systems, sub-systems, and application support to customers in accordance with contractual service agreements.
• Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse field technical support programs and processes.
• Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
• Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
• Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints.
• Identifies potential risks and challenges, devising comprehensive mitigation strategies and providing robust support to onsite teams.
• Engages with clients proactively, to understand and anticipate their future business requirements, driving continuous solution improvement.
• Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

• Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in Poly/HP products in Customer base, account management, video or computer customer support, on site customer support, Mission Critical systems experience, or a related field.

• ITIL Certifications

• Video Conferencing

• Automation
• Customer Relationship Management
• Customer Support
• Environment Health And Safety
• Field Service Management
• Key Performance Indicators (KPIs)
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

HP