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AM Tech Support Manager
3 tygodni temu
At Cisco IT, our mission is to empower our people to perform the best work of their lives. We are seeking a Business Analysis (BA) to join our team, focusing on delivering an outstanding device experience for our employees.
Meet the Team
As part of the Digital Workplace team we are responsible for providing an extraordinary personal computing experience. Our goal is to ensure an amazing user experience providing employees with the right tools, at the right time to be their best. We focus on the details, so employees can focus on their work. We are looking for a BA, with a focus on laptop lifecycle management or similar service to join the Device Experience - Asset Management team.
Your Impact
As The Tech Support Manager, You Will Own The End User Technical Support Experience For The Laptop Asset Management Service. You Will
- Define laptop asset management user support experience by driving the support service vision, strategy, and roadmap
- Act as the central resource for service case data and support team performance
- Manage service support operations and governance, ensuring change, incident and problem management practices are applied and SLAs/KPIs are met.
- Partner with upstream and downstream stakeholders (engineering, business counterparts, procurement, support) to ensure the service meets objectives and to communicate risks and performance.
- Drive service support adoption and enablement, including marketing the service internally and producing guidance, documentation and knowledge artifacts that support users and support teams.
- Drive improvements to the end user support experience by leveraging AI technologies.
- Lead a team of end user technical support technicians
- Serve as the escalation point for asset management support inquiries.
Minimum Qualifications
- Up to 10 years of relevant professional experience in IT support, asset management, or device lifecycle management.
- Demonstrated experience managing hardware support and RMA processes, including tracking and closure of support tickets against SLAs.
- Proven ability to produce and maintain technical support documentation and knowledgebase articles (e.g., published KBs or equivalent artifacts).
- Demonstrated experience leading a team, monitoring team performance, and acting on SLA data to preserve and improve the end user support experience.
Preferred Qualifications
- Minimum 2 years hands‑on experience using ServiceNow (ticketing, CMDB/asset modules).
- Familiarity with IT service lifecycle practices (change, incident, problem management) and setting/monitoring service KPIs/roadmaps.
- Experience in IT asset management processes and populating/maintaining asset databases at scale.
- Demonstrated data analysis and visualization skills to support recommendations (e.g., dashboards or reports driving remedial action).
- Experience coordinating logistics and device support in a hybrid/global work environment and communicating to senior stakeholders.
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.
