Joel S. Email and Phone Number

• Provides direction and guidance for administration and results for multiple departments within a function of work area. • Translates business plans into objectives and exercises latitude in managing operations• Accomplishes results through the efforts of subordinate managers / professional team members.• Manages second-level and/or first-level leaders.• Leads or acts as a significant contributor to leadership in the development of key initiatives that provide high-level results to improve business processes and client service delivery

Manages a staff of professional-level team members or manages a team through lower-level supervisors. Works within general policies and management guidance, independently determining approach to managing daily operations. Provides guidance and technical advice, becoming actively involved as necessary. Develops and delivers key initiatives to improve business processes and client service delivery. Collaborate with cross-functional teams groups domestically and/or globally that encompass a variety of technical specialties requiring broad integration and product knowledge.

Directs the efforts of others in the achievement of the strategic and operational objectives of the group.Manages the hiring, staffing and maintaining of a diverse and effective workforce.Is responsible for career development/planning, performance and pay discussions of team members.Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.Responsible for achieving target customer satisfaction levels within the technical support organization.Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.Assists in the development and implementation of strategic plans, initiatives, and direction.Works with customers and internal teams to resolve issues.Resolves customer escalations as appropriate.