Job Description

Are you ready to lead a dynamic team at the intersection of cutting-edge technology and unparalleled customer support? Join our team at Patch My PC in our quest to reimagine customer experiences and shape the future of our ever-evolving industry. We are seeking an enthusiastic and empathetic Customer Engineer Manager to champion our values and drive excellence in both customer interactions and team dynamics. Qualifications Required:

• 5 years of people management experience or IT Leadership with a proven track record of developing high-performing teams.
• Minimum 10 years of experience working in a technical field, customer support, or within a software development (ISV) or Services organization.
• Experience collaborating with technical teams such as developers, architects, consultants, or support professionals.
• Fluent in English, as a primary language

Preferred:

• Proficiency in 3rd party application patching solutions, utilizing Microsoft Configuration Manager, Intune, and/or WSUS technologies.
• Familiarity with Microsoft on-prem and cloud technologies, including underlying infrastructure and troubleshooting tools.
• Working knowledge of business process methodologies such as ITIL, Agile, and Six Sigma.
• University degree in Computer Science, Information Technology or current technical certifications

Responsibilities & Expectations

• People Management Expertise: Lead, inspire, and mentor a diverse team of talented individuals, fostering an environment that encourages continuous learning and growth.
• Technical Acumen: Possess a background in software development or customer support, demonstrating a deep understanding of high-tech solutions. Your ability to navigate and comprehend complex technical landscapes will be instrumental in guiding your team towards success.
• Team Leadership Experience: Demonstrate your ability to foster a collaborative and high-performance culture within a technical team.
• Continuous Value and Proactive Support: Instill the importance of providing customers with continuous value and proactive support within your team. Drive initiatives that anticipate and meet customer needs, ensuring a seamless and enriching experience.
• Cultural Champion: Uphold and promote a workplace culture rooted in our core values. Actively contribute to and support diversity goals, recognizing the strength that diverse perspectives bring to our geographically distributed remote team across multiple time zones in the EU and UK.
• High Emotional Intelligence (EQ): Navigate the intricacies of team dynamics with finesse, showcasing empathy and understanding. An ideal candidate possesses a strong EQ, fostering an inclusive and supportive work environment.
• The Ideal Team Player: Embody the qualities of an ideal team player \xe2\x80\x93 humble, hungry, and people-smart. Foster collaboration, encourage innovation, and lead by example, creating a workplace where everyone feels valued and inspired.

Alignment to Our Core Values

• We Are Humble: Embrace a mindset of continuous learning. Inspire, innovate, and improve continually. Feed your curiosity and encourage your team to do the same.
• We Avoid Shenanigans: Transparency is our foundation. Operate with honesty, learn from mistakes, and never compromise integrity for self-interest.
• We Create Experiences: Value every interaction with customers and teammates. Strive to provide positive experiences by listening and showing genuine care.
• We Pursue Excellence: Strive to be better every day. Embrace a spirit driven by curiosity, not arrogance. Welcome diverse skill sets to enhance team expertise.
• We Serve Others: Provide continuous, tailored, and on-time support to customers and teammates. Encourage giving back to communities, recognizing the impact of success on the world.
• We Show Empathy: Demonstrate unconditional respect. Understand others\' situations and help them effectively by putting yourself in their shoes.
• We Think Big: Embrace challenges, get out of your comfort zone, and scale beyond limits. Try new things, understanding that failure is a part of the process.

If you\'re ready to lead, inspire, and drive positive change in a collaborative environment, we invite you to apply. Join us on our journey to deliver exceptional experiences, foster diversity, push the boundaries of what\'s possible, and manage a geographically distributed remote team across multiple time zones in Europe and the UK. Together, let\'s shape the future of customer engineering!
Location: This position is a fully remote work from home (WFH), but candidates must live and be authorized to work within the United Kingdom. Working Hours: 8:00 AM - 5:00 PM Greenwich Mean Time
About Patch My PC Patch My PC is a dynamic and innovative software company specializing in third-party application management within Microsoft Configuration Manager and Intune environments. We are passionate about technology and dedicated to delivering outstanding customer experiences. Our team values collaboration, growth, empathy, and exceptional customer service.
Compensation details for this role

• Base Salary range: $80,000 - 102,000 (USD, Annually)
  • The salary range will be based on location, qualifications and experience.
• Annual Bonus:
  • We offer an annual bonus up to 12% of base salary dependent on achieving company-wide goals.
• Other Bonuses
  • Spot performance bonus and Company milestone-based bonus are periodically assessed and part of the overall compensation strategy.
• Benefits:
  • We offer a comprehensive and highly competitive benefits package.

Benefits Offered

• Health Coverage - Individual and/or Family
• Dental Coverage - Individual and/or Family
• Pension "Relief at Source" (match 200% of contributions up to the first 5% of salary)
• Enhanced Maternity/Paternity Leave (Three Months)
• Holiday Pay (Bank Holidays & Global Holidays)
• 20 Vacation Days, and increases with tenure
• 5 days Sick pay then in line with SSP
• 3 days of paid volunteer leave
• 10 days bereavement (per occurrence)
• Tuition reimbursement
• Gym Membership / Equipment Reimbursement
• Group Life Assurance
• Group Income Protection
• Employee Assistance Program
• 200% matching of employee donations to charitable organizations up to $5,000.00/yr
• Office Allowance
• Awesome technology to do your best work
• Annual bonuses based on company goals

Additional Information: During the application and interview process, we may request that you participate in a series of assessments to help us understand your potential as a great fit and set up for success in the role. Potential travel: Up to 10% NtuLPUfB7Z