Engineering Manager - APT : Job Details

Our Telecommunications client is looking to add an accomplished Engineering Manager who will directly manage a team of Support Specialists and Engineers, provide technical leadership, and help ensure that end users are receiving efficient and timely technical support. This Manager position will be focused on a team specifically serving our Information Windows Desktop and Server OS, Office 365, Azure, Advance Networking.

What you'll get to do:

• Assist the Senior Manager of Customer Operations by the supervision of Support Specialist including, but not limited to, setting expectations, training, performance evaluations, career development, hiring, and disciplinary action.
• Analyze performance of customer support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service, speed of service, and customer satisfaction.
• Participate in Change Advisory Board meeting to vote on scheduled changes.
• Participate in CXO Management Meetings.
• Ensure day to day operations of the Advance Support Specialist and Engineering Team.
• Develop processes and procedures that drive consistency in operation.
• Assist in the facilitation of Customer Escalation Requests.
• Prioritize workload for CXO and individual members as necessary.
• Complete weekly/monthly reporting.
• Effectively and consistently communicate issues and ongoing operations with Management Team and other departments.
• Provide Technical Leadership to junior System Administrators, Helpdesk Specialists, etc.

What you have done:

• At least two years of proven management, leadership, or coaching experience required.
• At least 6 years of proven technical experience relevant to the Technical Customer Support team required.
• Experience in the development and continuous improvement of processes and procedures required.
• Experience developing teams and collaborative environments required.
• Willingness and ability to travel 5%-10% of the time required
• Proven experience with the following technologies:
• Windows 10, Window 11, MacOS
• Windows Server
• Active Directory
• Office 365
• Microsoft Office Suite
• Azure
• Citrix XenApp, Citrix XenDesktop

It would be nice to have:

• Industry recognized certifications that are relevant to the following:
• ITIL, Six Sigma, COBIT, or other IT Frameworks
• Industry standard Service Desk certifications / memberships (ex. HDI)
• A+, Network+ Certifications
• MCP, MCITP, MCSA, MCSA Certifications