Senior Manager ISG Premier - Storage Advanced Technical Support

General Information

Req #

WD00072185

Career area:

Information Technology

Country/Region:

United States of America

State:

North Carolina

City:

Morrisville

Date:

Thursday, September 19, 2024

Working time:

Full-time

Additional Locations:
* United States of America - North Carolina - Morrisville

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

Job Description:

The Senior Manager, Premier Storage Advanced Technical Support Team, will lead and manage a global team of highly skilled senior storage technical support engineers responsible for Lenovo ThinkSystem DE, DM, DG, DS, and other storage technologies. This is a key leadership role within Lenovo's Premier Support organization, overseeing the most advanced technical support function, driving exceptional customer experience, and ensuring timely issue resolution for enterprise customers. You will work closely with the Director of the global advanced technical team to develop strategies, scale the team, and enhance support processes. As part of this growing team, you will foster a collaborative and high-performance environment while ensuring adherence to service level agreements (SLAs) and technical excellence. You will also liaise with global stakeholders, drive continuous improvement initiatives, and mentor team members to support their professional development.

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and manage a global team of senior storage engineers, ensuring effective issue resolution, professional growth, and performance management.
• Foster a positive, inclusive team culture focused on customer satisfaction, technical innovation, and collaboration across global regions.
• Oversee staffing, workload distribution, and on-call rotations, ensuring 24/7 coverage and follow-the-sun support model.

Strategic Planning & Execution:

• Collaborate with global leaders to develop and implement strategies for scaling the team and enhancing support processes.
• Contribute to the evolution of the Premier Support organization by identifying areas for process improvement and driving operational efficiencies.
• Manage KPIs and metrics for team performance, service delivery, and customer satisfaction, providing regular reporting to executive leadership.

Customer Engagement & Escalation Management:

• Serve as a senior point of contact for critical customer escalations, ensuring swift issue resolution and communication with key stakeholders.
• Work with customers, partners, field engineers, and service support personnel to provide world-class support and build long-term customer relationships.
• Engage directly with enterprise clients as needed to assess complex technical issues, offer solutions, and improve customer experience.

Technical Excellence & Continuous Improvement:

• Develop a deep understanding of Lenovo storage products and the technical challenges faced by the support team, ensuring engineers are equipped with the latest tools, knowledge, and training.
• Drive continuous improvement initiatives, such as automation of support processes, scripting, and best practices documentation.
• Ensure alignment of the team with industry standards and Lenovo's storage technology roadmap, identifying opportunities for training and upskilling.

Collaboration & Cross-Functional Leadership:

• Work closely with product development, engineering, and other cross-functional teams to ensure prompt resolution of product issues and feedback loops.
• Participate in product release discussions, providing feedback on potential technical challenges and aligning support strategies with product roadmaps.
• Represent the Premier Support organization in internal and external meetings, conferences, and customer briefings, promoting technical leadership and customer commitment.

Operational Oversight:

• Oversee the execution of global operational support functions, ensuring SLA adherence, resource optimization, and high-quality service delivery.
• Manage team performance by setting goals, conducting performance reviews, and identifying development opportunities for engineers.
• Ensure adherence to Lenovo's Premier Support policies, procedures, and best practices.

Required Qualifications:

• 5+ years of experience in enterprise storage technologies, including direct experience with storage products.
• 3+ years of management experience, leading technical support teams in a global, enterprise environment.
• Proven track record in technical support management, customer engagement, and handling escalations.

Preferred Qualifications:

• Excellent presentation, communication, and interpersonal skills
• Proficient in Microsoft Office programs such as Word, Excel, PowerPoint.
• Experience with PowerBI is a plus.
• Ability to effectively interact and communicate with Senior executives to CXO level personnel
• Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment
• Knowledge of Datacenter technology
• Project Management experience
• Experience in escalation management in an IT customer service environment
• Client management experience
• Industry certifications and/or experience in VMware, Azure, Nutanix, Red Hat KVM or OpenShift, AI, Lenovo and NetApp storage such as ONTAP, AWS, networking, Veeam or Commvault, edge products, networking, and SAN are a plus

Additional Information:

• Travel: Occasional travel may be required (up to 20%).
• Work Hours: Willingness to work in a 24/7 shift environment, including weekends and holidays.

This role offers the opportunity to lead a world-class technical team, influence product success, and play a key part in Lenovo's Premier Support organization as it continues to grow globally.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations:
* United States of America - North Carolina - Morrisville

* United States of America

* United States of America - North Carolina

* United States of America - North Carolina - Morrisville