Team Lead, SageCONNECT

3 weeks ago

Tulsa, United States SageNet Full time

Company Overview

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet's people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation's largest retail, financial, healthcare, utilities, and energy organizations. SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Philadelphia, Toronto and Washington, D.C.

Job Purpose

As the NOC Team Lead for SageNet's Connect services, you play a pivotal role as the knowledge hub for one of the three teams within our Network Operations Center (NOC). While you may not have direct reports, your expertise and leadership contribute significantly to the success of your team. Your primary objective is to serve as the subject matter expert, providing guidance, support, and mentorship to your team members. You will be responsible for maintaining a comprehensive knowledge base, facilitating knowledge sharing sessions, and ensuring the efficient resolution of complex issues. Your proactive approach to problem-solving and your ability to collaborate effectively across teams are essential in upholding the high standards of service excellence that SageNet is committed to delivering.

Duties and Responsibilities

  • Assess case queues, monitor ticket aging, and oversee ticket escalation to ensure prompt resolution in line with our service level commitments.
  • Represent NOC on customer calls, addressing open tickets and identifying trends within their networks.
  • Insert yourself into the case resolution process as needed to ensure timely and efficient resolution.
  • Serve as a liaison between the NOC and other teams, communicating network issues and opportunities to Customer Success/Network Engineering teams.
  • Act as the primary escalation target, taking ownership of escalations and providing updates throughout the resolution process.
  • Assist with email assignments, phone queues, and answering process-related questions to maintain smooth operations within the NOC.
  • Fill resource gaps as required to ensure efficient operation.

Qualifications

  • Minimum of 3 years' experience in a Technical Call Center/Network Operations Center environment.
  • Experience in leadership roles is a plus.
  • Effective verbal and written communication skills, with the ability to convey confidence and empathy.
  • Demonstrated expertise in improving and managing technical support processes and methodologies.
  • Exceptional organizational, time management, and multitasking skills.
  • Proven experience handling high-stress environments/situations.
  • Cisco and/or FortiNet certifications and experience dealing with ISPs are a plus.
  • Understanding of ITIL Foundations preferred

Working Conditions

  • Productively work in a hybrid work environment which consists of 2 mandatory "all-in" days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.
  • Flexibility to work any shift including Holidays, weekends, and nights, both on a semi-permanent or rotating basis as required.
  • This position could require to be in an on-call rotation
  • Overtime could be required if deemed necessary by management

Physical Requirements

  • Be able to sit for extended periods of time without any problems
  • Consistent use of hands and fingers for typing
  • Consistent use of eyes to analyze monitoring applications, spreadsheets, ticketing systems and web on computer screen

CLASSIFICATION*: Hourly/Non-Exempt

POSITION TYPE: Full Time Associate - Hourly

TRAVEL REQUIREMENTS: None

DIRECT REPORTS: None

Attention All Third-Party Agencies, Headhunters, and Recruiters

SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact Katie.Halstead@SageNet.com for any questions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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