General Information

Req #
100015072
Career area:
Engineering
Country/Region:
United Kingdom
State:
Renfrewshire
City:
Renfrew
Date:
Wednesday, February 21, 2024
Additional Locations
* Bulgaria - Sofia
* Romania - Bucureşti

Why Work at Lenovo

 We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub

Description and Requirements

The role is open for Glasgow area only.


As the EMEA ISG Premier Support Manager you will lead a team of highly skilled Premier technical support specialists, ensuring they deliver exceptional technical support to Lenovo’s premier customers. You will be responsible for driving team performance, developing technical expertise, and proactively managing customer relationships to maximize satisfaction and retention.


Responsibilities:

Team Leadership: Hire, train, coach, and mentor technical support specialists.; Set and monitor individual and team performance goals; Foster a collaborative and positive team environment; Conduct regular performance reviews and provide constructive feedback; Identify and address team member training needs.


Technical Expertise: Maintain a deep technical knowledge of Lenovo’s Infrastructure products and technologies; Stay updated on the latest technical trends and advancements; Resolve complex technical issues and escalate critical issues as needed; Develop and implement knowledge sharing initiatives within the team.


Customer Relationship Management: Build and maintain strong relationships with key premier customers; Proactively identify and address customer needs and concerns; Manage customer expectations and ensure timely resolution of issues; Advocate for customer needs within the organization; Analyze customer feedback and identify areas for improvement.


Operational Excellence: Develop and implement processes to ensure efficient and effective technical support delivery; Monitor and analyze key performance indicators (KPIs) such as first call resolution rate, customer satisfaction, and resolution time; Identify and implement process improvements to optimize team performance; Manage team workload and resource allocation effectively; Stay informed of industry best practices in technical support delivery.


Additional Responsibilities:

  • Prepare and present reports on team performance and customer satisfaction.
  • Develop and implement training programs for new products and technologies.
  • Contribute to the development of technical support documentation and knowledge base articles.
  • Stay informed of industry trends and participate in relevant training and development opportunities.


Qualifications:

  • 5+ years of experience in a technical support leadership role.
  • Proven track record of building and leading high-performing technical support teams.
  • In-depth knowledge of supported products and technologies.
  • Excellent problem-solving and troubleshooting skills.
  • Customer-centric approach and commitment to exceeding customer expectations.


Additional Desired Skills:

  • Experience with ITIL or other service management methodologies.
  • Project management experience.
  • Demonstrated ability to coach and mentor others.
  • Excellent analytical and reporting skills.
  • Experience in developing and implementing training programs.

You will be reporting to EMEA ISG Manager.


What We Will Offer:

  • An open and stimulating environment within one of the most forward-thinking IT companies.
  • Flat structures and fast decision-making processes.
  • A modern and flexible way of working to combine personal and professional life, working from home.


We are looking forward to discussing this position with you soon!


SSG (Solutions & Services Group) has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as-a-Service) model, and customers’ stronger preference for sustainability services.  SSG continues to spearhead Lenovo’s service-led transformation, achieving almost 30% revenue growth year on year with a 22% operating margin.  Growth has been strong across all three towers – support services, managed services & aaS, and project and solution services, with the latter two combined to account for almost half of SSG revenue. Meanwhile, SSG continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City.  We are expanding TruScale as-a-Service to Digital Workplace solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.



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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations
* Bulgaria - Sofia
* Romania - Bucureşti
* Bulgaria, * Romania, * United Kingdom
* Bulgaria - Sofia , * Romania - Bucureşti