TheTechnical Support Engineer (TSE) Manager directly supervises a team of up to ten TSEs that deliver technical support for McAfee Enterprise Support (Premium) clients. The manager is responsible for delivering operational results (client outcomes, case management and customer satisfaction) to ensure goals are met and aligned to McAfee objectives. This Technical Support Engineer Manager will help in staffing up a new support organization in Cordoba, Argentina. This role will require the manager to establish processes and procedures for the support team reporting to him or her by obtaining details from other existing support teams and creating processes/procedures as appropriate.
The Technical Support Engineer Manager oversees the technical support of company customers with Technical Support Engineers who are diagnosing, troubleshooting, and solving client issues with applications, hardware and networks. Supervises TSEs that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication between clients, Support and Engineering. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
- 3-5 years of managing IT personnel
- Proven ability to communicate with internal teams and customers in a global environment
- Ability to prioritize against competing demands and determine best business case to drive resources
- Proven experience in assessing cost/benefit of business decisions
- Must be fluent in English as well as either Spanish or Portuguese.
- Willing to work after hours on occasion
McAfee creates best-of-breed computer security solutions that span large enterprises, governments, small and medium sized businesses, and consumers, helping prevent intrusion on networks and protecting computer systems from the next generation of blended attacks and threats. These next-generation threats attack on multiple levels of the network infrastructure.
McAfee offers in-depth protection from the network core, to perimeter defense to complete desktop security through families of products: protection solutions, securing desktops and servers, ensuring the protection and performance of the corporate network. As a Manager of Cyber Security Support Engineers at McAfee, you will be responsible for supporting our entire licensed customer base through a variety of mediums.
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