Position:
Support Lead Broadcom CA (Technical Support Manager)

Job Description:

Arrow Electronics is a global provider of products, services and solutions to industrial and commercial users of electronic components and enterprise computing solutions, with 2015 sales of $23.28 billion. Arrow serves as a supply channel partner for over 100,000 original equipment manufacturers, contract manufacturers and commercial customers through a global network of more than 460 locations serving over 85 countries. A Fortune 150 company with 18,500 employees worldwide, Arrow brings technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial and consumer electronics. Arrow provides specialized services and expertise across the product life cycle.

Arrow does this by connecting customers to the right technology at the right place at the right time and at the right price. Arrow provides extraordinary value to customers and suppliers - the best technology companies in the world - and connects them through the company's industry-leading services. For our location in Casablanca we are looking for a Support Lead Broadcom CA (Technical Support Manager).

Main Purpose of the role

For our office in Casablanca we are looking for the Support manager who will be responsible for managing and directing the support team group and coordinating service delivery to our global customers and partners.

You will be in charge of a technical support team that provide support on technical problems to our global customers and responsible for the daily operations of the team to ensure they achieve business targets.

The successful candidate will be working with security market leaders such as Broadcom, Check Point, F5 etc. and will be responsible of expanding our amazing team and have ownership of delivery in multiple areas.

The ideal candidate would be someone who has 5-7 years of related managerial and technical experience in a global service delivery team and is looking to use and enhance their skills and enjoys working as part of a support team. The candidate should be fluent in English.

This role involves strategic planning for technical roles and process improvement. The ideal candidate would be someone who is willing to learn and has excellent communications skills at all levels.

Key Tasks / responsibilities:

All tasks to be carried out in a Total Quality manner, consistent with the Company culture.

• Manage and direct the support team by providing resources, training, and support needed for staff to service our global partners and customers.
• Coordinate and supervise the daily activities of technical support team, coordinate work activities with other support managers, managing escalations.
• Support the Team and business with any unusual/high-level issues that arise.
• Manage and develop line staff, including providing direction, setting priorities and goals, hiring, coaching and corrective actions. Determine staff utilization, certification requirements. Providing positive working environment to support the team growth.
• Strategic planning for technical roles, as well as with existing and prospective customers/suppliers.
• Provide input on resource planning and policy development.
• Identify and lead initiatives to improve on all KPIs and Performance Metrics
• Create and be accountable to regular reporting to the Leadership Team.
• Process improvement/design as assigned as decisions are guided by policies, procedures, and business plan.
• Identify, Communicate and Mitigate potential risks to the Company and Clients.
• Prepare and deliver Quarterly Business Reviews, Annual Business plans and supplier development plans in conjunction with respective business partners.
• Cooperate with other business units/Arrow personnel to make sure that expectations are being met and our work is running smoothly.
• Have goal-oriented focus with the ability to prioritize multiple dynamic situations
• Typically, does not spend more than 20% of time performing the work supervised.
• Act as a team player and be helpful and effective member of the team.

Skills/Experience Required

• Excellent English speaker
• Prior experience in a managerial or supervisory role
• Interpersonal and communication skills at all levels
• Good technical skills
• Analytical thinking
• Team working skills
• Expertise in training and developing of staff
• Organization and time management
• Good prioritization skills and flexibility to adapt plans
• Confidence in decision-making
• An ability to work to tight deadlines and within constraints
• Proactive attitude
• Ability to remain calm under pressure
• The ability to keep up with and adapt to the fast-paced IT world

#LI-JC1

Location:
MA-Casablanca, Morocco (Boulevard Al Quods)

Time Type:
Full time

Job Category:
Engineering and Technology