ITS Support Manager, Global Service Desk (GSD)

Amazon; United States; Remote; USD 75,000 - 115,000; Full time

Job summary

A leading global company seeks a Support Team Leader for its IT Services Support team. The successful candidate will manage support engineers, improve processes, and ensure high service levels while collaborating across departments to enhance customer experiences. This role requires strong leadership and communication skills in a dynamic operational environment.

Qualifications

• Experience leading a technical support team.
• Strong analytical skills to identify process inefficiencies.
• Ability to present complex information clearly.

Responsibilities

• Lead a team of Support Engineers and drive process improvements.
• Ensure the team meets or exceeds SLA metrics.
• Collaborate with engineering teams on support tools.

Skills

Process Improvement

Leadership

Communication

Job description

Amazons IT Services Support team provides highly-available IT support for Amazon employees worldwide. We provide support for all used client applications, operating systems, email, VPN, mobile devices, and common collaboration services such as SharePoint and Exchange. Our customers may engage us via phone, chat, in person, or trouble ticketing.

You will manage local and/or remote resources and assist the global organization to define the perfect customer experience and own the strategies to create that experience.

You will help the group develop and leverage their knowledge base to expedite the resolution of recurrent issues. You will identify ways to proactively reduce requests through automation, documentation, and process improvement. You will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success.
You will work alongside a group of leaders to define the priorities and track the metrics and key performance indicators within the organization as a whole. You will hold service owners accountable to resolve issues on behalf of your customers.

Key job responsibilities

Leading a team of Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonians.
Measuring, monitoring, and maintaining the team s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
Coordinating a variety of projects in an operational environment.
Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.

Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
Developing and maintaining policies, procedures, and processes.
Hiring, developing, and retaining great talent.
Reducing contacts through process improvement and root cause analysis.
Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
Should be flexible with shift rotation to support 24X7 model