Job Details

Job Number 18-0027
Title Manager, Technology Product
City remote
Description Position Summary:
The Product Support Manager is responsible for overseeing application and/or technical support to McKesson
customers who are diagnosing, troubleshooting and debugging enterprise level highly sophisticated software and
computer systems. This position supervises a team of Product Advisors who will respond to situations where
customer internal support and standard procedures have failed to isolate or fix problems in software.
The Product Support Manager is expected to establish and maintain lines of communication with customers,
support leadership and peers in addition to other departments including, Product Management, Development and
Services. The Product Support Manager will provide feedback to these internal departments regarding design,
reliability, performance, quality issues, defects and suggested resolutions that improve product supportability.
The Support Manager will oversee customer and escalation management, evaluating information at a global level,
recommending appropriate course of action, and acting as an advocate on the customer’s behalf.
A portion of the Product Support Manager’s time may be spent performing individual tasks related to the
department or team goals.
Duties and Responsibilities:
1. Participate in the development of departmental strategies and organizational success model
2. Execute on goals, objectives and priorities for team in alignment with overall business plans
3. Participate in the identification of key performance metrics; monitor and report on overall team
performance
4. Identify, analyze and present mitigation tactics for risk
5. Participate in interviews and make hiring recommendations
6. Train new hires on internal tools, team policies, procedures and documented processes. Validate new
hire’s ability to execute against expectations. Report on new hire progress to Manager
7. Coach individual employees on performance against objectives and role expectations
8. Provide input on capacity/resource needs, submit headcount proposals, participate in hiring activity for
the team
9. Optimize workload assignments to ensure individual, team and customer objectives are met
10. Oversee daily operations for the team including customer and escalation management, team coaching
and mentoring
11. Develop professional development plans with employees in alignment with career objectives
12. Evaluate employee performance and recommend performance ratings
13. Establish strong relationships with cross-departmental peers to foster shared goals and business
objectives
14. Participate in the development of team and department processes, improvement programs and best
practices. Establish buy in with peer groups and implement programs cross-department
POSITION DESCRIPTION
Position Title:
Page 2
Note: The omission of specific statements of duties does not exclude them from the position if the work is
similar, related or a logical assignment to the position.
Education and Minimum Experience:
 2+ years experience leading product support to internal or external customers, field engineers and/or
technicians.
 4 year degree in Computer Science or related field or equivalent experience
Knowledge, Skills and Abilities Required:
 Experience leading service or support delivery of software solutions
Proven ability to lead and influence
 Strong interpersonal/relationship building skills
 Ability to interact comfortably at varying levels of the organization
 Ability to participate and deliver results in a collaborative environment
 Strong verbal, written and presentation skills
 Ability to lead collaborative team meetings
 Ability to prioritize and demonstrate time management skills
 Experience in goal setting and professional development of team members
 Self Starter, Self-directed with a proven ability to successfully launch new programs from the ground up
Travel Requirements:
 Approximately 25%
Freedom to Act:
 Work is performed without appreciable direction. Participates in determining objectives of assignment. Plans,
schedules, and arranges own activities in accomplishing objectives in an unsupervised and unstructured
environment. Teams include both client staff and Leidos Health Consultants.
Disclaimer:
This document describes the minimum, essential duties, responsibilities, skills, abilities, effort and working
conditions of the position. It in no way implies that these are the only functions to e performed by the employee.
Employees are required to follow any other job-related instructions and to perform any job-related functions
requested by their supervisor or manager. Successful performance requires that the employee possess and
utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate
individuals with disabilities. Some functions may exclude individuals who pose a threat or significant risk to the
health and safety of themselves or others.
___________________________________ ______________________
M. Katie Dexter Date
Director, Human Resources Leidos Health
Requirements Position Summary:
The Product Support Manager is responsible for overseeing application and/or technical support to McKesson
customers who are diagnosing, troubleshooting and debugging enterprise level highly sophisticated software and
computer systems. This position supervises a team of Product Advisors who will respond to situations where
customer internal support and standard procedures have failed to isolate or fix problems in software.
The Product Support Manager is expected to establish and maintain lines of communication with customers,
support leadership and peers in addition to other departments including, Product Management, Development and
Services. The Product Support Manager will provide feedback to these internal departments regarding design,
reliability, performance, quality issues, defects and suggested resolutions that improve product supportability.
The Support Manager will oversee customer and escalation management, evaluating information at a global level,
recommending appropriate course of action, and acting as an advocate on the customer’s behalf.
A portion of the Product Support Manager’s time may be spent performing individual tasks related to the
department or team goals.
Duties and Responsibilities:
1. Participate in the development of departmental strategies and organizational success model
2. Execute on goals, objectives and priorities for team in alignment with overall business plans
3. Participate in the identification of key performance metrics; monitor and report on overall team
performance
4. Identify, analyze and present mitigation tactics for risk
5. Participate in interviews and make hiring recommendations
6. Train new hires on internal tools, team policies, procedures and documented processes. Validate new
hire’s ability to execute against expectations. Report on new hire progress to Manager
7. Coach individual employees on performance against objectives and role expectations
8. Provide input on capacity/resource needs, submit headcount proposals, participate in hiring activity for
the team
9. Optimize workload assignments to ensure individual, team and customer objectives are met
10. Oversee daily operations for the team including customer and escalation management, team coaching
and mentoring
11. Develop professional development plans with employees in alignment with career objectives
12. Evaluate employee performance and recommend performance ratings
13. Establish strong relationships with cross-departmental peers to foster shared goals and business
objectives
14. Participate in the development of team and department processes, improvement programs and best
practices. Establish buy in with peer groups and implement programs cross-department
POSITION DESCRIPTION
Position Title:
Page 2
Note: The omission of specific statements of duties does not exclude them from the position if the work is
similar, related or a logical assignment to the position.
Education and Minimum Experience:
 2+ years experience leading product support to internal or external customers, field engineers and/or
technicians.
 4 year degree in Computer Science or related field or equivalent experience
Knowledge, Skills and Abilities Required:
 Experience leading service or support delivery of software solutions
Proven ability to lead and influence
 Strong interpersonal/relationship building skills
 Ability to interact comfortably at varying levels of the organization
 Ability to participate and deliver results in a collaborative environment
 Strong verbal, written and presentation skills
 Ability to lead collaborative team meetings
 Ability to prioritize and demonstrate time management skills
 Experience in goal setting and professional development of team members
 Self Starter, Self-directed with a proven ability to successfully launch new programs from the ground up
Travel Requirements:
 Approximately 25%
Freedom to Act:
 Work is performed without appreciable direction. Participates in determining objectives of assignment. Plans,
schedules, and arranges own activities in accomplishing objectives in an unsupervised and unstructured
environment. Teams include both client staff and Leidos Health Consultants.
Disclaimer:
This document describes the minimum, essential duties, responsibilities, skills, abilities, effort and working
conditions of the position. It in no way implies that these are the only functions to e performed by the employee.
Employees are required to follow any other job-related instructions and to perform any job-related functions
requested by their supervisor or manager. Successful performance requires that the employee possess and
utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate
individuals with disabilities. Some functions may exclude individuals who pose a threat or significant risk to the
health and safety of themselves or others.
___________________________________ ______________________
M. Katie Dexter Date
Director, Human Resources Leidos Health
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