Senior Manager, Technical Services

TechBrains; Lehi (UT); On-site; USD 123,000 - 212,000; Full time

Job summary

Pure Storage in Lehi, Utah is seeking an experienced Senior Manager for the Technical Services team. You will mentor 1–5 managers and a team of individual contributors, align goals with corporate strategy, and help evolve our service delivery.

This role requires 7–10 years in customer‑facing technical support, at least 5 years in management, and a Bachelor’s degree or equivalent. Expect a base salary of $123,000–$212,000 USD, onsite at Lehi, with strong emphasis on leadership, collaboration and

Qualifications

• 7–10 years in customer-facing, technical support role
• At least 5 years of management experience
• Willing to work Mon-Fri 7am–4pm MST
• Excellent communications and organizational skills
• Experience recruiting technical talent and developing a strong team
• Track record of managing high performing teams
• Experience resolving customer and employee problems
• Prior support experience in technical industry
• Change management experience
• ITIL concepts knowledge preferred; ITIL Certification bonus
• Bachelor's Degree or equivalent years of experience

Responsibilities

• Supervision of 1–5 managers/team leads and a direct team of individual contributors
• Provide guidance, mentorship, and development to Managers, Team Leads, Coaches, peers and other direct reports
• Ensure priorities and goals for their functional area align with Pure’s corporate goals
• Cascade goals to all individual contributors for organizational clarity
• Develop strategies and execution plans for support delivery and service differentiation
• Collaborate across functions to accomplish shared goals as one Pure team
• Partner with peers on talent, diversity & inclusion and development guidelines
• Communicate the state of the business effectively
• Participate in or contribute to projects as assigned
• Mentor managers on effective team management and feedback
• Build strong relations with key technical influencers and decision makers

Skills

Customer-facing

Technical support

Management

Recruiting

Change management

ITIL knowledge

Education

Bachelor's degree or equivalent

Job description

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work-work that changes the world-is what the tech industry was founded on.

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Storage is seeking an experienced Senior Manager for our Technical Services team in Lehi, Utah or Raleigh, North Carolina. Senior Managers in Technical Services are uniquely responsible for maintaining the culture of service and collaboration that differentiates Pure from other storage vendors, and from other employers. Through their mentorship and guidance of first‑time Managers, Team Leads, and Coaches. Senior Managers set the tone for the organization that is directly reflected in the quality of engineer interactions with customers, and in the desirability of Pure Technical Services as a place to work. As leaders of those that supervise the people doing the technical services work of the business, Senior Managers must exemplify and continuously model behavior, conduct, and judgment congruent with Pure’s core values.

Key Responsibilities:

• Supervision of 1-5 managers/team leads and a direct team of individual contributors
• Provide guidance, mentorship, and development to Managers, Team Leads, Coaches, peers and other direct reports
• Ensure priorities and goals for their functional area or areas are clear and in obvious alignment with Pure’s corporate goals, and with the more general goals and priorities of Pure Technical Services.
• Work with Managers to ensure goals cascade to all individual contributors in a way that facilitates organizational clarity
• Develop strategies and execution plans for support delivery, and future service differentiation with management peers
• Collaborate across functions with peers in other organizations to accomplish shared goals as one Pure team
• Partner with peers and management on talent, diversity & inclusion and development guidelines
• Ability to fully understand and be able to effectively communicate the state of the business
• Participate in or contribute to projects as assigned
• Cultivates career development of staff members through coaching, training, performance evaluations and appropriate job assignments; maintains technical competence and leadership and establishes management succession.
• Identify, lead and execute on projects
• Champions initiatives to resolve critical processes and technological-related issues.
• Working cross-functionally across Pure Storage to drive/develop initiatives
• Partner with recruiting to set priorities for hiring
• Responsible for helping resolve internal conflicts
• Schedule regular team meetings, guide direct reports in determining team goals, assist in creating a path for growth and success.
• Mentor managers on how to be effective in team management and effectively provide feedback
• Build strong relations with key technical influencers and decision makers within the organization.

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

• A minimum of 7-10 years of experience in customer-facing, technical support role
• At least 5 years of management experience
• Must be willing to work the following shift: Monday - Friday from 7am - 4pm MST.
• Excellent communications and organizational skills
• Experience recruiting technical talent and developing a strong team and leadership bench
• Track record of managing high performing and engaged teams
• Proven ability to resolve customer and employee problems, complaints and issues utilizing appropriate internal and external resources
• Prior support experience in technical industry
• Experience working across multiple teams in developing procedures, policies, improving operational efficiencies, etc...
• Successfully established and deliver operational directives for two or more teams/departments
• Change management experience is required
• Knowledge of ITIL concepts is preferred (ITIL Certification is a bonus!)
• Bachelor's Degree or equivalent years of experience

We are primarily an in‑office environment and therefore, you will be expected to work from the Lehi, Utah office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

Salary Ranges

LI-ONSITE

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The annual base salary range is:

$123,000--$212,000 USD

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation : We celebrate those who think critically, like a challenge and aspire to be trailblazers.
• Pure Growth : We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®!
• Pure Team : We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources and company‑sponsored team events. Check out purebenefits.com for more information.

Accommodations and Accessibility:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA‑[e-mail] if you’re invited to an interview.

WHERE DIFFERENCES FUEL INNOVATION:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. At Pure Storage, diversity, equity, inclusion and sustainability are part of our DNA because we believe our people will shape the next chapter of our success story.

Pure Storage is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous Peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities. We also encourage you to apply even if you feel you don’t match all of the role criteria. If you think you can do the job and feel you’re a good match, please apply.