At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-
performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services.
Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
Come use your people and communication skills to become the face of Red Hat Training. The Red Hat Global Learning Services team is looking for a Manager to join us in Brno, Czech Republic.
In this role, you will manage a global team of technical support specialists providing level 1 and level 2 support for Red Hat trainings delivered in various modalities like virtual training and self-
paced online training. You will be responsible for motivating the team to deliver exceptional learner experience. You should have excellent strategic and influencing skills to successfully collaborate with peer managers, global stakeholders, and a talented team with a wide range of skill sets.
Previous experience in training business and ticketing tools like Salesforce and ServiceNow is highly desirable.
Primary job responsibilities
Accomplish technical support human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, communicating job expectations;
planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Improve learner experience quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes
Be responsible for managing all key business metrics that directly impact learner experience
Highly focused on leading team KPIs and business SLAs
Build a high performing team; set goals, delegate work, hold team accountable develop and empower direct reports to make decisions and take action
Document known issues and solutions and ensure adequate timely internal communication of problem resolutions; convey customer feedback to management
Provide managerial guidance to the team on customer escalations to ensure necessary action towards problem resolution
Be responsible for improving the overall quality and efficiency of the service we deliver to our customers as means to improve learner experience
Participate in monthly business reviews
Full-time graduate with impressive academic records
5+ years of experience as a direct people manager in managing an enterprise technical support team
Familiarity with tools like performance management, ticket management, knowledge base, and escalation management
Impeccable verbal and written communication skills
Adept in reports and business presentations
Readiness to work outside normal Indian business hours based on business requirements
Expert talent management and performance management skills
Ability to interact effectively with internal and external partners and customers
Ability to communicate effectively at all levels including senior management and executives
Flexible to manage multiple projects and teams successfully in a fast-paced, growing business
Capable of grooming a team that can guide detractors and passives to promoters and advocates of Red Hat Global Learning Services
Fluent language skills in English and Czech
Experience in technical training Industry is a plus