Supervisor - Support Specialist Team

Why will you enjoy this new opportunity?

As a part of the Support Specialist Team, this Supervisor position provides a unique opportunity to start growing your management and leadership career. You will have direct responsibility for our EMEA based LATF Support Services Team (Legal License Transfer Form Support Services) and you will have the opportunity to work closely and collaborate with our global management team and other internal teams within the wider VMware community.

Success in the Role: What are the performance outcomes over the first 12 months you will work toward completing?

• Within the first 30 days of employment, you will have an understanding of the people management processes and related responsibilities.

• Within 60 days of employment, you will be familiar with all lines of business supported by our EMEA team and will start interacting with the team to know them and the process better. You will begin to manage the process metrics and the team performance.
• Within 90 to 180 days of employment, you will be able to manage your team independently, with minimal help as required.
• By the end of your first 12 months at VMware you should have established a significant presence and relationship with internal stakeholders with whom you work and the team you manage.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As part of the EMEA management team, you will:

• Supervise and mentor a team of up to 10 employees helping them meet performance and career goals.
• Manage and develop the team, including hiring, professional development and proactive project work
• Design, develop and implement processes to support and enhance LATF and CS functions
• Manage service level and driving key performance indicators

• Help business meet or exceed its goals
• Develop and implement practices that measure the effectiveness and performance of the team
• Report daily/weekly/monthly to the Management Team on team's performance (as required)
• Be responsible for ensuring optimal scheduling, working closely with our global management team
• Act as the first point of contact for any internal escalations or process exceptions

• Encourage Team participation in group activities
• Continually evaluate the effectiveness of operational procedures and controls to maximize departmental productivity and minimize errors

In addition to the above responsibilities, you will also be provided the opportunity for continued development, including:

• Support BI analysis to review options for improvements in processes and tools
• Collaborate, both within the Support Specialist Team and across the VMware business teams, in any project work or team initiatives that are required, including the consideration of alignment with the wider GS Teams

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is Dorita Canton based in Cork, Ireland. Dorita has been with VMware for over 10 years now and has worked with the Customer Services team and LATF team for those years.

Dorita is passionate about improvement and development within the team as well building strong relationships with her team members by encouraging open communication and feedback.

The team is made up of 12 team members and a manager working on the Support requests for Customer Specific queries and LATF assignments as part of a wider Support Specialist Team where we have representation globally. We are also involved in Customer Escalations, Readiness, Training & Knowledge and Partner Support.

The team culture is focused on trust, supporting each other and constantly improving customer support experience.

Where is this role located?

Cork/ Ireland

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Rethink's Neurodiversity program to support parents raising children with learning or behaviour challenges, or developmental disabilities
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)

• Wellness reimbursement and online fitness and wellbeing classes