Technical Support Manager

CA (NYSE: CA) a $3.5 billion, international publicly traded company is transforming the management of information technology, and is undergoing a transformation itself. We've sharpened our focus on execution, launched a new brand identity and vision for the marketplace, put a new management team in place, focused the Company on systems, security and storage management software for the enterprise, and strengthened relationships with our partners and enviable customer base of 95% of the Fortune 500. Clearly, we are well positioned for the future.We currently have an exceptional career opportunity for a Manager, Technical Support to join our Technical Support team in our Islandia, NY World Headquarters. Technical Support provides CA customers with the best possible service and expertise to protect and enhance investments in CA technology. CA Technical Support is committed to providing a degree of customer satisfaction that is unparalleled in the Industry.
The Manager, Technical Support is responsible for providing consumer support strategy and readiness planning. You will identify, plan, implement and manage a variety of strategic programs to deliver best in class support to CA's consumer customers on a world wide basis. Job responsibilities include detailed analysis of the state of the consumer business today, collaboration with peers in identifying opportunities to improve CA's support offerings, and development of internal and external communication programs. Additionally, you will be expected to participate in cross-functional planning for new products and releases, with a focus on support readiness and supportability enhancements. This position will be instrumental in creating a high volume/low touch user-friendly environment for our customers, utilizing both internal and external CA Resources.Qualified candidates should have the following: 7+ years experience leading or managing in a consumer help desk/support role; strong project management skills; experience working with outsourcers and managing high-volume call activity; and strong strategic and conceptual skills in planning and analysis of go-to-market offerings. The successful candidate will also be detail and process oriented, and have strong analytical problem solving and fact finding skills. Excellent communication and presentation skills required along with a strong customer service mindset including attitude, ethics, and approach. Some business travel required. International experience a plus. BS/MS in Computer Science and/or Business preferred.It's an exciting time at CA. We offer a competitive salary, company sponsored premium Medical/Prescription & Dental Plans, Company-Paid Holidays, Vacation, Personal and Sick Days, 401(k) Plan, Employee Stock Purchase Program, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program and Veterinary Care Insurance. To learn more about CA and this opportunity, we welcome you to visit our web site at ca.com.Department: Technical Support
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