• Develop a deep
knowledge of SumTotal’s range of enterprise products.
• Set clear objectives,
evaluate progress, and instill a high performance culture with focus on team
work, service excellence, and ownership for resolving customer issues.
• Set-up, manage, and
improve standards and procedures within the team.
• Ensure working
practices are well defined and operational with minimal disruption using
technology to improve efficiency as appropriate.
• Manage the team and
individual performance, technical, and skills development.
• Encourage open
communication between team members, suggesting and driving forward ideas
about how the team can work more effectively together.
• Cascade business
objectives and targets to the team.
• Review daily priorities
and take appropriate action to ensure results are achieved.
• Remain aware of new
product developments and tactical direction to the business on customer
service and support challenges.
• Liaison with the
internal functions including sales, product management, engineering,
services, and other functions.
Requirements (Must-Haves)
• Bachelor's degree in
Computer Science, Information Systems, Industrial Engineering, or other
technology-related degrees.
• 10+ years of work
experience in Software/IT related field.
• 5+ years of experience
leading a technical support team.
• Experience developing
change initiatives within a services environment.
• Experience building
process improvements and knowledge transfer amongst the team
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law