Network Support Manager

Descripción del puesto:

This position requires the candidate to be located within a commutable distance of the Krakow office and to work onsite 2 days per week.
What you will do
As a member of the Meraki Network Support Leadership team, you will empower your team to deliver exceptional technical support to our expanding client and partner network. You will enable both individuals and the team to meet case closure goals, serve as the primary point of contact for team members and aid in minimizing the impact of complex and severe problems.

Responsibilities

* Lead, grow, and develop your team to deliver the best customer experience for Cisco Meraki's customers and partners.
* Provide coaching and mentorship to support individual growth and career advancement within the team.
* Provide guidance on successfully closing the most complex and high-profile cases.
* Encourage candid feedback and drive team engagement to foster organizational improvement and innovation.
* Coordinating day-to-day, real time team operations.
* Develop and maintain tools and systems that provide insights into team performance, identifying strengths and areas for improvement.
* Identify patterns and obstacles impacting productivity and implement solutions to the problems.
* Refine workforce schedules to ensure optimal staffing levels.
* Conduct weekly one on one meetings, periodic performance reviews, and uphold Cisco Meraki's compensation strategy.
* Partner with other Cisco Meraki teams to diagnose and resolve cases, overcome procedural shortcomings, and address mutual concerns.
* Crafting and implementing projects and procedures related to the rapid growth and maturing of Cisco Meraki's Network Support Team.
* Support all Talent Acquisition initiatives, including interviewing, hiring and onboarding.
* Actively contribute to an equal opportunity work environment, promoting diversity and inclusion within the team.

Who You Are

We're looking for an authentic, empathetic, and adaptive leader that is passionate about customer experience, dedicated to nurturing their team, and match the agility of our product portfolio.

Minimum Qualifications
* 2+ years of experience in leading teams of 8-10 engineers in a related field.

Preferred qualifications:
* Strong understanding of customer experience, follow-through and attention to detail.
* Dedication to self-improvement in technology and leadership skills.
* Effective task prioritization and management.
* Passion for coaching individual team members, guiding them towards both short-term objectives and long-term career aspirations.
* Capable of identifying and working on impactful problems with a clear understanding of business impact and value.
* Engagement in strategic conversations and interpret data to extract actionable insights related to business objectives.
* Proactive in responding to the needs of the team and business, taking ownership and driving results.
* Strong ability to work collaboratively across various teams within the organization.
* Delivery of clear, candid, and concise feedback.
* Proficient in communicating and delivering on sensitive topics such as performance management, coaching, and compensation philosophy.

Why Cisco?

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you