Senior Network Technical Support Manager

Senior Manager of Site Enablement

POSITION DETAILS

Working Hours: 5:00

• Ensure effective and successful execution of Remote Technical and Design teams
• Ensure teams provide excellent customer service and meeting SLAs
• Ensuring integrity and availability of solutions, as well as, the ability to identify efficiencies and gaps.
• Establishing and maintaining measures/procedures to ensure integrity, adherence to process, and performance of remote teams
• Owner and maintain a Ticket Management and resolution play book.
• Building standards and the ability to continuously evolve standards for better customer outcomes.
• Liaise with other departmental heads to plan and implement action plans for improved execution, as well as, technical and design processes.
• Support Project Management and Sales
• Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
• Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
• Seek to overcome challenges and accept failure as an opportunity for improvement.
• Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
• Provide data and reporting of KPIs and trends to Management in ad-hoc, weekly, monthly and as needed.

Team Leadership

• Set a clear team schedule, goals, and expectations.
• Manage timesheets, time-off requests, and capacity of the team.
• Delegate tasks and set deadlines.
• Conduct One-On-Ones
• Utilize our ticketing platform to manage team performance and report on metrics.
• Perform regular ticket audits to recognize success and identify opportunities for improvement.
• Participate in the interview process to vet qualified team members.
• Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
• Listen to team members feedback and resolve issues or conflicts in a timely manner.
• Ability to make critical decisions while following company procedures.
• Ability to accept responsibility and account for own actions.
• Display original thinking and creativity.
• Develop innovative approaches and ideas and generate suggestions for improving work.
• Review outcomes to promote successful behaviors and provide feedback opportunities for growth.
• Identify team member development needs and coach accordingly.
• Provide new hire training and participate in 90 Day Introductory Evaluations.
• Recognize high performance and reward accomplishments.
  

Technical Prowess

In order to effectively lead and coach your Team, the following technical skills and experiences are voluntary but will assist in your success. The technology across our platform varies but are concentrated on hardware, software, and networking topics including. For example:

• Remote desktop support
• Desktop applications
• Enterprise level network architecture
• Complex LAN/WAN environments
• VPN technologies (L2TP, IPsec, OpenVPN, etc.)
• Network security (Cisco, SonicWall, Cradlepoint, etc.)
• Virtualization technologies (VMWare, Hyper-V, etc.)
• Various operating systems (Linux, MacOS, Windows)
• Security protocols (HTTPS, TLS/SSL, AES, etc.)
• Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
• Networking and configurations (Switching, routing, firewalls, etc.)
• Web technologies (XML, HTML, CSS)
• Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
• Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
  

SKILLS & ABILITIES

Education & Experience:

• 8+ years experience in a technical support, helpdesk, or network support management or similar industry experience.
• Experience with managing customer facing teams.
• 2+ years’ experience managing staff of more than 25 people.
• Demonstrate an ability to collaborate with the US functional manager for driving business objectives
• Ability to organize and delegate work, and track SLAs towards providing excellent customer service.
• Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
• Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.
• Strong communication skills - written and verbal
• Ability to work effectively with remote teams
• CAD experience is a plus.
• Preferred IIT/Prestigious Engineering Institutes.
• CCNP/CCSP, or equivalent certifications in network administration and security will be a strong plus.

  Role & responsibilities

Preferred candidate profile