Director Technical Support

Job Summary: Rackspace is proud to announce we have partnered with a new client, and to appropriately support them we need to hire a Director of Technical Support.  This person will be leading a large team of Rackers, and together they will be designing and architecting a new solution for Rackspace Data Centers and migrate the client’s current infrastructure into our newly designed one.  This is truly rare and exciting opportunity! 

Work Location:

·       100% Remotely.

·       Prefer candidates living in either the West Coast or the state of Texas.

·       Occasional travel roughly 20% per year. 

• Provide leadership and direction through managers, senior managers and senior professional staff.
• Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Lead large infrastructure environment operations support.
• Stabilize the infrastructure environments with innovative approaches.
• Manage the delivery & operations of large and complex Managed Services contracts with stringent SLA.
• Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization.
• Review SLA claims.
• Develop and manage service with speed and accuracy and all client/customer service delivery issues are resolved.
• Select, develop, and evaluate personnel to ensure the efficient operation of the function.
• Accountable for the performance and results of a functional area, team or region.
• Execute business plans and contributes to the development of sub-functional strategy.
• Lead collaboration across the organizational sub-function and sometimes the organizational function to develop and implement strategies that are tied to the achievement of organizational function, sub-function, and company objectives.
• Lead transformational programs at the organizational sub-function level to directly impact the achievement of company objectives.
• Serve as a leader in resolving customer escalations and developing process and strategy for customer retention.
• Facilitate technology strategy and analyzes industry and market trends to determine potential impact to the organizational function and sub-function.
• Assist in defining strategy and supervises the development of the organizational sub-function plan and governance needed to implement and manage enterprise architecture domain designs and technology standards by product line or platform to support strategy and company objectives.
• Provide input to business strategy development.
• Assist executives and/or senior directors in defining organizational goals and strategic plans.

• Bachelor's Degree required. At the manager’s discretion, additional relevant experience may substitute degree requirement. Master's degree in related field preferred.
• 12 years of relevant work experience.
• Minimum of 7 years of experience in direct people management experience.
• Advanced knowledge of the principles of customer service management and delivery.
• Experience in managing Infrastructure, Private Cloud and Public Cloud environments.
• Experience in Healthcare Industry and Global Delivery, Operations Support- Preferred.
• Understand the Global Delivery model. 

The following information is required by pay transparency legislation in the following states: CA, HI, NY, and WA. This information applies only to individuals working in these states.

·       The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $171,400 - $251,350.

·       The anticipated starting pay range for California, New York City and Washington is: $187,500 - $275,000.

Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits  offered is here.#LI-MF1 #LI-Remote #LI-JR1 

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.