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