Technical Support Team Manager (email, cybersecurity and management experience essential) at Mimecast

• In this role you will be responsible for initial inbound customer case handling via both email and phone alongside the Customer Support Team. The overall team is tasked with triage of inbound customer calls in addition to customer email cases in alignment with their skillset. As required, cases will be escalated or passed along to other teams, including the Customer Support Team and the Escalation Team. You will be responsible for team oversight, case handling and team mentorship.

You'll need:

• Previous experience of working with MimeOS and knowledge of platform functionality.
• Previous experience and understanding on working with mail servers (I.e., Exchange/O365), Networking, DNS, and Active Directory.
• An emphasis on customer satisfaction and the ability to remain calm under pressure.
• Proven experience in managing a customer support team.
• Strong leadership skills with the ability to coach and motivate team members.
• Demonstrated crisis management skills, including the ability to set priorities and pursue multiple threads at the same time.
• Demonstrated leadership skills in fast paced, highly dynamic situations.
• Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of the organization.