Responsibilities

  • This position manages a team of front line Network Repair Bureau employees with the goal of ensuring optimal team productivity and quality customer and Network technical support 
  • This includes activities such as: Supervising, staffing and scheduling team activities; Conducting communication and staff training sessions; Evaluating employee performance; Managing Remedy profiles; Providing ongoing coaching and development; Conducting monthly and quarterly performance reviews; Conducting monthly ticket reviews; Reviewing and coordinating change control support; Participating in hiring decisions and handling escalated issues.
  • Responsible for the supervising and scheduling of front line Network Repair Bureau employees & monitoring employee daily activities; Performance management and career coaching
  • Conducts/coordinates technical training for employees and monitors/evaluates progress
  • Prepares and analyzes reports to manage workflow of team.
  • Reviews and modifies processes to ensure team meets department performance standards. Identifies team/individual trends in productivity and training issues
  • Leads quality improvement initiatives in identifying and developing solutions for department and cross-functional processes
  • Audits all team performance on a regular basis
  • Manages Technician technical progression process

Qualifications

  • Bachelor’s degree in Computer Science, Engineering, and Technical Discipline preferred
  • Minimum 3+ years experience; demonstrated wireless network experience; extensive hands-on experience and theoretical knowledge of data networking and Internet technologies

Leadership:

  • 1+ years of supervisory experience in a technical team environment
  • Project management skills, including the ability to manage several projects simultaneously
  • Proven oral and written communication skills with experience presenting in group settings
  • Strong interpersonal and negotiation skills, ability to influence and get things done through others
  • Demonstrated strong analytical and problem solving skills
  • Experience in coaching and training others in technical skills

Technical:

  • Broad understanding of all Network disciplines including Operations, Engineering and System Performance
  • Strong technical background in the Windows Operating System is required, Mac, Linux, UNIX is desired
  • Working knowledge of SQL syntax is a plus
  • Understanding of Remedy and/or other ticketing tracking systems
  • Demonstrated knowledge of network elements and protocols including; TCP/IP, MPLS, OSI, Frame relay, ATM, X.25, RIP, OSPF, BGP, ISDN, SS7, LTE other LAN/WAN protocols is required
  • Experience supporting applications in a production Data Center and working in an operations and/or systems support position
  • Strong proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, Visio.)
  • Capable of providing a thorough analysis of data using Excel and/or Access, utilizing pivot tables and advanced reporting techniques

Other:

  • Position requires weekend and late night/overnight coverage
  • Occasional overnight travel required

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.