General Information

Req #
WD00040316
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Thursday, October 13, 2022
Working time:
Full-time
Additional Locations: 
* Morrisville - North Carolina - United States of America

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

ASD Service Desk & Smart Managed Support Sr. Manager – NA  

Advanced Service Delivery (ASD) team is a new, exciting managed services provider which entitles customers to advanced technical support within a new Lenovo group. As the ASD Service Desk & SMS Sr. Manager, you will be a people manager overseeing the day-to-day activities of the Technical Support Specialist (TSS), Client Success Manager (CSM) support specialists, and team leaders.  In addition to overseeing the service offering within the region, the ASD SD & SMS Sr. Manager will collaborate with peers from the other regions to ensure we have globally consistent processesDuties include ensuring customer service levels are met across the various Lenovo and partner support channels while ensuring second to none customer experience. We own ensuring each managed services customer call is resolved with white glove treatment. In addition to the operational execution, this position will also be critical in providing feedback on Lenovo’s Customer Experience Team and developing initiatives to help differentiate Lenovo from its competition. Candidates for this position must have proven team, quality improvement, leadership, and organizational skills. They must be able to help develop, implement, and manage the services offerings while managing customer and client priorities.  Candidates must demonstrate a strong aptitude for problem resolution, analytical thinking, understanding of clients business and IT needs, and have the capability to work with sales, account, solutions, and operations teams working in a matrix environment. 


Lenovo is the one of the fastest growing technology companies on the planet, with growth outpacing our competition quarter after quarter and we’re growing! Lenovo’s fundamental belief is that life rewards those who Never Stand Still. Every day, every employee at Lenovo is focused on moving forward, rejecting traditional limits, and always seeking a better way. We are looking for the person who challenges the ordinary, seeks to innovate in learning, and is focused on ensuring the highest level of customer experience while balancing execution with cost 



Job Responsibilities:  

  • Proactively identify and build business cases for identifying new industry technology, implementing technology, driving adoption, and making recommendations based on customer experience, input, and in-depth knowledge of a customer’s needs 
  • Manage and lead a team of CSM service agents by demonstrating strong communication skills and display leadership qualities 
  • Develop reporting and analytics dashboards and report to help ensure we are meeting customer service metrics (SLA/SLO/KPI) for our clients 
  • Provide superior customer service to our clients by working with sales, accounts, operations, and customers to address escalations as they arise 
  • Manage a sales pipeline and workload in order to determine resource current and future resource business needs 
  • Analyze, strategize, and implement process improvements to increase efficiency of the team 
  • Ability to work flexible hours to accommodate needs of the business in a fast-paced Customer Engagement Center environment 
  • Strong background in strategic planning and managing a global service desk operations center focused on service delivery for managed services clients 
  • Manage and lead a team of Technical Support Specialist (TSS) and Customer Success Managers (CSM) by demonstrating strong communication skills, leadership qualities, and analytics capabilities 
  • Forecasting resource requirements based on seats, schedules, and business needs 
  • Help develop processes and procedures around new and growing organization 
  • Develop tools and make strategic decisions based on Service insights 
  • Work with other Lenovo organizations such as SMO, TMO, PMO, Sales, and Account management to develop processes and strategic support paths 
 

Basic Requirements:  

  • BA/BS degree in Information Technologies, or equivalent  experience
  • 10+ years of Services Operations experience  
  • 10+ years of Technical Support experience  

 

Preferred Requirements:  

  • ITIL v3 Service Management certified 
  • Six Sigma experience  
  • Leadership background with operation and process knowledge being ideal 
  • Effective communication skills at all levels - written and verbal 
  • Superior Customer service skills 
  • Able to problem solve and think laterally 
  • Proven ability to learn new and complex technology 
  • Able to prioritize in a fast paced, dynamic work environment 
  • Ability to commit and work with agility and speed to respond to short-notice requests 
  • Effectively transfer thoughts and expresses ideas verbally in individual or group solutions 
  • Leadership skills and experience to drive training, coaching, and performance management 
  • Strong teaming and communication skills required, able to develop relationships quickly and effectively 
  • Background in working with and interfacing with Technical Support organizations 
  • Process improvement experience 
  • Identification and design of Customer Services processes 
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

* Morrisville - North Carolina - United States of America