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Technical Support Team Lead

Abingdon, GB, OX14 3YP

Technical Support

Sophos Overview – Cybersecurity Evolved

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Technical Support Team Lead

 

Here at Sophos we are currently expanding our technical support teams covering both network and endpoint support, and as a result we are now seeking a Technical Support Team Lead.

 

The Technical Support Team Leader must be passionate about ensuring that we deliver world class support that exceeds the expectations of our partners and global customer base. Sophos are a leading network and Endpoint security vendor who deliver high quality support to both our Partner and Customers.

 

Sophos designs, develops and manufactures comprehensive endpoint, network, cloud security and management solutions. Offering appliance-based and software-based products as well as value-added subscription services, these comprehensive solutions enable organizations to secure deep protection without compromising network performance. Sophos is a recognized global leader in the Gartner Magic Quadrant for both endpoint and Unified Threat Management and our solutions are deployed in distributed enterprise environments, government, retail point-of-sale and healthcare segments as well as through service providers.

 

We are looking for a responsible individual to ensure support is provided in a timely, customer-oriented, and comprehensive manner. The successful candidate will work directly with Engineering, Product Management, Customer Success and our partner network to provide a high level of support to Sophos customers and partners.

 

Promote a support culture that goes above and beyond what the customer expects and ensuring that every customer support contact is positive. You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels. This position is very challenging with a dynamic team and great room for growth!

 

Main Duties

 

  • Managing the day to day operations of a team, ensuring high productivity, efficiency, and employee satisfaction.
  • Ensure customer service excellence and guaranteed response times by actively monitoring support cases to ensure all are resolved in a timely and comprehensive manner.
  • Ensure that the work performed meets the quality standards within acceptable time schedules and customer commitments.
  • Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues
  • Identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels, proactively addressing issues as they arise, and managing customer escalations when things sometimes go wrong.
  • Work closely with the Training, Engineering and Product Marketing teams on new technology introductions and remain technically competent with all products.
  • Keep abreast of product plans and schedule training's/briefings for support team members.
  • Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences.
  • Coach team members to guide customers toward self-serve support options in a service- oriented manner.
  • Hiring and training new employees while coaching and developing your existing team.
  • Fostering a strong culture of collaboration and customer empathy in your team.
  • Actively manage the support schedule and work assignments.
  • Ensure each team member is actively contributing to the improvement of online services by setting expectations and contribution goals.
  • Continuously provide opportunities for team members to develop marketable skills

 

Skills

 

  • Experience in multi-language service delivery
  • Use of independent judgement under minimum supervision.
  • Excellent written and verbal communication skills, problem solving skills.
  • Track record of recruiting and building strong teams.
  • Deliver customer support like you expect to receive it; with excellence.
  • Ability to motivate and lead others.
  • Strong communication and people skills.
  • Able to thrive in a dynamic team.

 

Experience

 

  • Knowledge and experience of Network and Endpoint Security systems.
  • Experience being a people leader and driving a team to success against measurable KPI’s who learns quickly and thrives in a fast paced environment.
  • IT Professional certifications from Cisco, Microsoft, Sophos, ICS2, GIAC, Network+, etc is not essential but is preferred.
  • Experience in a positive, service-oriented role
  • Strong understanding of leadership, people management and delegation.

Equal Opportunities & Privacy

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation. If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.

 

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.


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