Manager, Technical Support Delivery

Your work days are brighter here. At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here. At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday. About the Team HiredScore is the leading provider of talent orchestration technology. HiredScore’s artificial intelligence, automation, and deep integrations empower the largest and most innovative companies in the world to safely and transparently drive critical business outcomes in recruitment productivity, diversity hiring, internal mobility, and total talent management.HiredScore’s proprietary technology provides compliant-by-design AI that seamlessly connects to data and systems to power the shift to proactive and fair HR decisions. HiredScore is live in 150 countries and available in 70 languages.The technical support team is responsible for providing customer support and service to all of Workday’s customers, provides global 24x7 support and acts as the first line of response to both internal and external collaborators. We collaborate with almost every team in Workday, from R&D and Product, through Customer Success and Sales and requires someone to develop a deep and detailed understanding of the Workday products and its system architecture. About the Role We are looking for a passionate hands-on leader to manage a team of technical support specialists. You are a leader, a coach, and a mentor with a growth mindset who demonstrates expertise to challenge the status quo, find opportunities for positive change, and work with your partners to ensure sustainable business success for Workday. If this sounds like an exciting role, read on to learn more! Responsibilities: Lead and develop a team of support specialists Develop the team’s day-to-day operations, lead and prioritize feature work, serve as leader during critical issues, etc. Serve as technical lead for sophisticated and exciting technical issues and provide support and guidance to the relevant engineering teams for critical issues Establish work procedures and processes according to company standards Constantly implement and optimize team’s processes to improve productivity and efficiency Promote self-service plans to reduce the number of cases and improve efficiency Continuously supervise and adjust critical metrics to meet company's contractual agreements Onboard and mentor new employees, enrich team training and knowledge management processes Guide, mentor, and enable development for team members to be a highly motivated and engaged team that delivers exceptional results Work closely with Customer Success Teams Push to improve the Workday product, by raising support-related concerns, issues and improvement feedback to all relevant collaborators (Product, R&D, Management) About You Basic Qualifications 6+ years of hands-on experience as a technical support engineer or as a developer 2+ years of managerial experience for a team of 5+ people Other Qualifications Natural “Can Do” approach and high sense of urgency and responsiveness Experience in providing services to agreed SLA’s Excellent technical, diagnostic, and problem solving skills with a data driven approach Familiar and hands on with a variety of technologies, including databases (MongoDB, SQL), logging and search (Kibana), monitoring tools (Grafana), coding and scripting (Python) and more Ability to lead tasks and priorities under high pressure and with a good sense of decision making Excellent customer service skills with previous experience in a client facing role Strong verbal and written skills and good interpersonal skills You are proactive and able to deliver on initiatives You demonstrate the interpersonal skills needed to positively influence important issues or decisions in a multi-functional environment You have the ability to communicate technical complexity in simple terms to both technical and nontechnical audiences Experience supporting team members career growth and development Our Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! Join our talent community and receive the latest Workday news, content, and be first in line for new job opportunities. Join our Talent Community! Please visit this benefits site! Please visit the Contractor Positions at Workday page With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter. At Workday, our employees have always been our number one Core Value. We understand that everyone has unique experiences and perspectives which is why our mission is to create a safe space where all people and ideas are welcomed. Our commitment to value inclusion, belonging, and equity (VIBE™) and creating a brighter workday for all is the cornerstone of all we do. Join us! Workday is a leading provider of enterprise cloud applications for finance and human resources. Founded in 2005, Workday delivers financial management, human capital management, and analytics applications designed for the world's largest companies, educational institutions, and government agencies. Organizations ranging from medium-sized businesses to Fortune 50 enterprises have selected Workday. Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. You may view the Workday's Pay Transparency Policy, and Know Your Rights Notice, by clicking on their corresponding links. Workday is committed to providing reasonable accommodations for qualified individuals with disabilities, disabled veterans, and others during our application process. If you need assistance or an accommodation due to a disability or for religious reasons, contact us at [email protected]. At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday. Apply tot his job Apply To this Job