Government Technical Assistance Center (TAC) Manager

Government Technical Assistance Center (TAC) Manager    This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

The GovTAC Manager is responsible for leading a team of Technical Support Engineers supporting Juniper's U.S. Federal customers. This role oversees day-to-day support operations, customer escalations, employee development, service delivery performance, and cross-functional collaboration with Engineering, Product Management, and Advanced Services teams. The successful candidate will drive operational excellence, ensure high customer satisfaction, and foster a culture of accountability, technical expertise, and continuous improvement. Candidates must be U.S. Citizens residing and working within the United States. The job family spans multiple engineering and technical disciplines supporting the delivery, troubleshooting, and optimization of networking products, services, and solutions. Work consists of leading technical support operations, managing customer-facing engineering resources, and partnering across organizations to resolve complex technical issues while driving customer success. Requires broad knowledge of networking technologies, support methodologies, operational excellence, and people leadership. Management Level Definition Applies advanced subject matter knowledge to manage staff activities in solving common and complex business and technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction, and people management. Provides guidance on process improvements and recommends changes in alignment with business strategy and operational objectives. Plans, manages, and monitors operational and tactical activities of staff. Recruits, develops, and supports direct staff members.

Provides direct and ongoing leadership for a team of Technical Support Engineers supporting HPE Networking's U.S. Federal customers across routing, switching, security, wireless, and cloud networking technologies. Manages day-to-day support operations, ensuring customer issues are addressed promptly, professionally, and with a strong focus on customer satisfaction. Ensures the team delivers expert, high-quality technical assistance while meeting established service-level objectives and operational goals. Oversees support delivery performance through operational metrics including customer satisfaction, response times, escalation management, backlog reduction, case quality, and resolution effectiveness. Partners closely with Engineering, Product Management, Sustaining Engineering, Sales, and Services organizations to resolve customer-reported defects and improve product supportability. Leads customer, executive, and business-critical escalations, ensuring timely communication, effective coordination, and successful resolution. Develops and maintains support processes, policies, and operational procedures that drive service consistency and continuous improvement. Identifies and implements process improvements that increase operational efficiency and enhance the overall customer experience. Communicates operational