Job Description

• Lead and manage a team of Admins. across various applications to ensure quality Production Support delivery
• Ensure customer service is timely and accurate on a daily basis
• Minimize service disruption by driving timely resolution of Incidents
• Ensure a proactive stance to post-incident review and Problem follow-up
• Drive a Root Cause initiative in order to prioritize work that will decrease ticket volume and improve end-user experience
• Establish best practices throughout the entire technical support process
• Accountable for all process documentation and the creation of knowledge base articles
• Establish and monitor SLAs and KPIs, and ensure they are met (course correcting when necessary)
• Develop and grow a team in accordance with our principles, processes, and culture including driving towards optimal structures, having clear accountabilities, and maximizing employee performance, to ensure the team meets its objectives
• Recruit, train, and support Admins. as needed
• Contribute to improving customer support by actively responding to queries and handling complaints
• Perform tasks as needed to monitor corporate adherence to standard processes and compliance with corporate policies
• Follow up with end-users to identify areas of improvement
• Develop daily, weekly, and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams

Qualifications

Minimum Qualifications

• 3+ years of leading and managing Production Support teams
• HS Diploma or GED required

Preferred Qualifications

• Bachelors’ degree or in process of bachelors degree preferred
• Experience with Incident Management, Problem Management, and Root Cause Analysis
• Ambitious, highly motivated team player committed to delivering outstanding customer support aligned with Business Systems initiatives
• Strong and proven leadership skills
• Ability to work under pressure
• Knowledgeable regarding Service Management and IT tools
• Experience with Jira and Confluence
• Experience with data management with focus on attention to detail
• Excellent written and verbal communication skills with the ability to work across the organization with users at various levels of application proficiency
• Ability to effectively juggle multiple tasks at the same time
• ITIL certification is a plus

Additional Information

DOE, salary $140K - $165K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact careers@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.