Job Summary
The Red Hat Information Technology (IT) Global Enterprise Support team is looking for an Associate Manager for LATAM support to join us in Sao Paulo, Brazil. In this role, you will be responsible for a multi-tiered support team. As part of a global team, you will work with your IT peers around the world to implement our strategic support improvements. In addition, you will ensure that you and your team provide world-class IT support across Red Hat. As an Associate Support Manager, you’ll need to have proven IT industry and transformational experience. You should also have the ability to guide change and make a difference. This position reports to the Manager of North and South America support.
What will you do:
Lead and manage the Support team in providing a day-to-day enterprise IT support and provisioning if/as needed to all of Red Hat’s associates and contractors
Strive for an excellent associate support experience
Consistently meet all service-level agreements (SLAs) and other performance metrics
Ensure that we consistently deliver a high level of customer satisfaction
Manage the live support channels to ensure a timely support experience
Ensure that your team is staying engaged with our end users and be involved with the support operations of the office
Provide direction, coaching, and mentoring to increase the capabilities and effectiveness of your team, to develop their competencies, and to ensure that they are meeting the goals and expectations of their roles
Conduct regular 1:1 meetings with associates, creating & maintaining performance & development plans
Ensure that proper staffing levels are provided
Coordinate with your peers around the world to ensure global collaboration and consistency in task achievement
Manage, bring forward, and deliver on strategic programs to improve the support delivery and user experience
Engage with the key business stakeholders across the region
Develop an understanding of customer needs and company goals in order to organise and coach the team to effectively meet them
Partner with other IT leaders and their teams on specific office technology projects
Guide collaboration efforts between various IT teams with a focus on support
What will you bring:
Bachelor’s degree/8+ years of relevant IT industry experience, or a combination of both
Understanding of IT service management (ITSM) and metrics analysis
Understanding of your business stakeholders and their needs
Proven record of providing world class global IT support at an enterprise level
Demonstrated record of improving internal or external customer experiences (CX)
Great customer-centric focus with the ability to work as part of a team
Excellent written and verbal communication skills and the ability to collaborate with teams from other regions of the world
Proven reputation among IT peers and business stakeholders
Experience with and passion for guiding change and continual improvement
ITIL certification or the IT infrastructure library knowledge at a foundational level
Experience with ITSM service management tools like ServiceNow
Willingness to travel up to 25%
#Li-NG1
About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.
Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.
Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.
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