Job Description
RSA - Manager 1, Technical Support (M7)
The Manager 1, Technical Support (M7) leads a high-performing team of Technical Support Engineers delivering mission-critical technical support for RSA products including SecurID/ID Plus and RSA Governance & Lifecycle. This role drives operational excellence across incident handling, escalations, SLAs, customer satisfaction, knowledge management, and cross-functional collaboration.
The ideal candidate combines strong technical expertise in enterprise grade technical solutions support, ideally with experience in Identity & Access Management or cybersecurity. Proven leadership experience, operational rigor, and a passion for developing people are key.
Key Responsibilities
Operational Leadership & Team Management
- Manage daily operations of a technical support team (12 FTEs) across 2 distinct product lines.
- Oversee hiring, onboarding, coaching, and performance management.
- Plan and manage team schedules, on-call rotations, a...
The Manager 1, Technical Support (M7) leads a high-performing team of Technical Support Engineers delivering mission-critical technical support for RSA products including SecurID/ID Plus and RSA Governance & Lifecycle. This role drives operational excellence across incident handling, escalations, SLAs, customer satisfaction, knowledge management, and cross-functional collaboration.
The ideal candidate combines strong technical expertise in enterprise grade technical solutions support, ideally with experience in Identity & Access Management or cybersecurity. Proven leadership experience, operational rigor, and a passion for developing people are key.
Key Responsibilities
Operational Leadership & Team Management
- Manage daily operations of a technical support team (12 FTEs) across 2 distinct product lines.
- Oversee hiring, onboarding, coaching, and performance management.
- Plan and manage team schedules, on-call rotations, a...
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