Team Lead, Technical Support(ESG)_Philippines

About Us

Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. 

Role Summary

The primary objective of this position is to oversee the day-to-day operations of the APAC Technical Support team. The key emphasis will be on delivering consistent, high-quality, and cost-effective technical support to both prospective and current customers.

What You Will Do

• Oversee a team of Technical Support Engineers, monitoring and ensuring support is consistently delivered to drive agreed key performance indicators.
• Monitor and review the Technical Support work levels, looking for ageing cases, quality and activity levels. Advising the Technical Support Manager when there is risk to service levels.
• Ensures the team is logging all incoming calls and/or cases into the support ticketing system and completes case reviews which focuses on quality and efficiency that is set out within best practices.
• · Be an escalation point for the customer advocate process, to handle customer complaints and escalations though to resolution or further escalation to the Technical Support Manager.
• Provide weekly activity rollup reports to the Technical Support Manager
• Organise and manage regular weekly meetings for the team to reinforce standards, communicate information and align local targets to department goals.
• Be available as a point of contact for all Technical Support management issues in the absence of the Technical Support Manager
• Partner closely with peers locally and across the globe, building cooperation and coordination of teams and functions to ensure a customer-focused view is taken at all times.
• Escalate employee and performance concerns to the Technical Support Manager to raise awareness and confirm action plan.
• Contribute to selection interviewing to ensure the team is staffed appropriately with reference to the technical support budget and against agreed selection criteria/specification
• Assist the Technical Support Manager in the introduction of new starters to the team environment, to ensure that appropriate training, mentoring and coaching is delivered
• Assist the Technical Support Manager in ensuring that the appropriate mixture of skills are spread amongst the team – minimizing single points of failure.
• Assist Technical Support Manager in formal staff performance reviews of team members on a quarterly basis, assessing performance and providing constructive feedback to employees, identifying training and career opportunities.
• Give input into annual salary review process for technical support department employees.
• Define priorities and assign projects for employees – evaluate and direct employees' talents by matching (where possible) assignments to the skills/desires of the employee
• Manage employee performance and group productivity. Regularly evaluate individual employee job performance through 1 on 1 meeting, providing constructive suggestions for improvement and rewarding accomplishments.
• Assist the Technical Support Manager in understanding the resource requirements for the department, having an understanding of staffing/skill set profiles required for support services.
• Address team issues including conflict resolution.
• Clearly communicate goals and assignments to staff as part of one-to-one and group meetings
• Communicate frequently with staff through group meetings and individual sessions, ensuring issues/input from staff is listened to and that department strategy/goals/decisions are communicated promptly
• Ensure Sophos support standards/guidelines are adhered to, and provide input into their improvement 

What You Will Bring

• Prior experience establishing post-sale support functions, (ie. proactively ensuring the customer has the latest product updates and documentation, performing customer surveys, etc.)
• Experienced with networks and networking systems.
• Technical background
• Inclusive open management style – outgoing personality
• Skilled at managing a dynamic and diverse group of staff
• Strong personal leadership and management skills, with a collaborative style to participate at the strategic and tactical level of the company
• Passion for creating superior customer service delivery systems, while creating a stimulating work environment for the technical support staff
• Excellent written and verbal communication skills
• A personable team player and team leader.
• Ability to prioritize (time management – team and self-management)
• Ability to present information clearly




Desirable

• Experienced implementing enterprise-level issue tracking systems/applications preferred.
• Experienced in managing a technical support function
• Awareness of the anti-virus market
• Preparedness to work out of business hours
• Ability to travel (technical training) for an extended period

#LI-Hybrid

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Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?

· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit

· Employee-led diversity and inclusion networks that build community and provide education and advocacy

· Annual charity and fundraising initiatives and volunteer days for employees to support local communities

· Global employee sustainability initiatives to reduce our environmental footprint

· Global fitness and trivia competitions to keep our bodies and minds sharp

· Global wellbeing days for employees to relax and recharge 

· Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know. 

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact [email protected].