Mgr, Global Support
At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
We are seeking a leader for an exciting new position in Global Support. You will be a vital Network Support Center Leadership Team member, providing guidance and management of our talented Network Support Engineers.
In addition, you are responsible for developing processes to ensure efficient and effective support and solutions for our customers enrolled in this program. This position is not for the faint of heart, as there will be much focus on the success of this area. You will be the key contact for issues from customers and partner organizations, both internal and external, to F5. You will also focus your efforts as a Manager, supporting a wide variety of customers.
A successful individual will be required to interact with the customers or teams outside of Support regarding high-profile customer issues that sometimes can occur in the overnight hours. We want you to be accountable for our services' operational results, customer satisfaction, and happiness. The satisfaction ratings are among several top-quality objectives that drive this role's success and continuous improvement. You will work with multiple Global Support Center locations requiring leadership skills to address immediate operational actions and strategic teamwork in line with F5 policies and quality management system.
The role that presents itself needs a go-getter, entrepreneurial, self-starter who can work independently, create processes, and think of support beyond our existing means as the way of the future as well as exhibit the following qualities:
Proven track record in managing and developing employees
Experience leading through Change
Knowledge of common support center metrics and ability to manage teams to key performance indicators
Ability to think critically and remain solution-action-oriented under pressure
Experience understanding needs and requirements and ability to define simplistic resolutions
Experience with case management ticketing systems and workforce management programs a plus
Ability and experience to act as an incident manager for technically and often politically challenging enterprise and federal customer situations related to support and customer system availability
Must be able to relay complex technical issues to a wide range of internal and external audiences to F5.
Must be able to effectively communicate in English (written and oral fluency required).
Ability to develop a new team and processes from scratch and continually evolving practice to meet business needs
Ability to handle stress, act with a sense of urgency, and remain focused on mitigating escalations through the development of direct resolutions and contingency plans.
Be able to problem solve without all the answers in front of you and solve challenges beyond the existing scope.
What will you do?
Your management duties include supervising exempt and/or nonexempt level staff. This includes but is not limited to conducting performance evaluations, approving paid time off (PTO), assigning or delegating work, providing on-the-job training, giving mentorship to staff, conducting performance improvement plans, taking disciplinary action, and interviewing potential candidates for open positions
Manage in-office and/or remote employees
You will lead the customer interactions by coordinating communication internally and externally and directing issues to resolution
We expect your team to ensure high customer satisfaction on all support-related interactions by leading the team to the processes and standards outlined in F5's quality management system
We want an individual who will be creative and proactive, as you will need to contribute to process and infrastructure improvement
Contribution/ participation in a Knowledge Management System as a manager of a service team
You may be asked to perform other duties as assigned.
Bring these skills with you:
We highly seek someone with a proven track record in managing and developing employees while building credibility and trust within the support group.
Experience working in software B2B companies and understanding of overall structure, tenets, and processes
You will build and foster an inclusive, collaborative, integrated team by soliciting feedback and encouraging open communication
Someone who thrives in a dynamic, matrix-managed environment across local, regional, and global offices
A knowledgeable individual who has experience with widespread support center metrics
Someone who has led and developed teams to key performance indicators as well as a strong focus on customer satisfaction
We prefer that you have experience with case management ticketing systems and workforce management programs
Experience handling advanced enterprise customer situations relating to support and system availability
You should have the capability to relay complex technical issues to a wide range of audience
You should be able to work in a highly collaborative team environment
What's required of me?
You bring 5+ years' experience in a customer service role, with at least three years in people management.
You have a BS/BA in Computer Science or a related field or equivalent work experience
Experience with CRM Systems (Salesforce Service Cloud ), Pager Duty
Additional skills and abilities that will lead you to success:
Program Management experience a plus
Experience with Knowledge Centered Services
Ideal if you hold experience in a technical support role
It would be awesome if your experience included managing engineers
In this role, you will work outside our normal hours (evenings and weekends).
You may be asked to travel 5-10% of the time
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.The annual U.S. base pay range for this position is: $96,350.00 - $144,526.00
F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.
You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting firstname.lastname@example.org.