Associate Manager, Information & Technology Services

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)
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