Manager, Enhanced Services

Role Overview:

The Enhanced Services manager is a key member of the Support management team providing direct supervision to a combination of Service Delivery Managers and others related to their managerial accounts. They are responsible overall team management, are accountable for the global consistency of our Enhanced Services offerings.

Responsibilities:

• Acting as an escalation point, as required, to ensure our most valuable customers’ issues are resolved
• Supervision of exempt and/or nonexempt level staff which includes but not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions
• Regularly interacts with other leaders within and outside of F5 gaining cooperation and solutions for the team and customers
• Manage customer interaction by coordinating communication internally and externally and directing issues to resolution
• Ensure high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System
• Contribute to process and infrastructure improvement
• Assist in the Service Sales process in helping customers see the value of our Enhanced Services offerings
• Perform other related duties as assigned

Requirements:

• 7 years management experience in a technical support role
• BA/BS or equivalent
• Experience in a technical support role a plus

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).