Oversees the coordination, administration and execution of technical support programs, products, projects, process, performance metrics / standards for assigned area.
Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures.
Responsible for the scheduling, staffing, management and development of employees in assigned area.
Supervises the activities of individual contributors performing similar tasks within a shift, group, or department within Global Technical Support.
Oversees activities of individual contributors who perform technical support responsibilities on-site or via telephone when first line product support in the field has failed to identify or fix equipment or software issues.