Manager, Technical Support

2 months ago

Thonotosassa, United States Vaco Full time
Position Summary
This role is responsible for leading the technical support team, which includes: Network and application support utilizing monitoring tools and applications, motivating technicians, observing and coaching technicians, regular reporting on performance and trending, audit trouble tickets for accuracy and completeness, manage training program, report on center metrics and perform regular ticket audits.  In addition, this individual will bring forward ongoing suggestions for improvements in efficiency and customer service. Candidates must be able to work in a very strong team environment along with having excellent written and verbal communication skills. Understanding of network technology concepts and call center experience is required. The Manager must represent themselves and VasoTechnology professionally to customers and vendors alike through both verbal and written communications. Candidates must have excellent documentation skills, able to work on multiple shifts, and have a strong desire to excel. Must have an advance level of knowledge in Network management principles and Application support. A+ level skills required. General understanding of Security, Microsoft server, Linux and PACS solutions. This position will work extensively with Network, Advanced Support and SOC Technicians and others within the department to coach, track, and evaluate individual performance. In addition, this individual will bring forward initiatives for improvements in efficiency and customer service. 

Growth Path: Technical Management, Engineering

Keys to Success: Collaborative –ability to engage with other departments in gathering critical information and understanding internal processes. Data Driven – integrates information in a cohesive and concise manner.  Detail-Oriented – precise, focused and strict adherence to standards.  Promotes Continual Improvement – Strives for incremental changes that contribute to overall service improvement.  

Requirements:
    • Manage a team of 20+ technicians in Network and application support.
    • Manage day to day operational activities of the Network Command and Control Center
    • Duties include facilitating employee skills development, involvement in hiring decisions, resolving escalations, and making duty assignments (scheduling)
    • Accountable for operational effectiveness and procedure flow of the Network Command and Control Center.
    • Manage Customer escalations
    • Manage vendor partners in a productive and collaborative manner.
    • Lead customer engagements regarding Technical Support with NetWolves customers on data and telecommunication products and managed services
    • Position requires flexibility in work schedule and will require on-call status
    • Provide accurate and timely logging of problems and resolution for problems
    • Complete tasks and reports on a day to day basis in a timely manner as assigned by management
    • This individual is responsible for learning all monitoring tools and applications, motivating technicians, observing and coaching employees, provide metrics reporting, audit trouble tickets for accuracy and completeness, manage training program, report on center metrics and perform regular ticket audits.  This position will work extensively with each Technician to coach and evaluate individual performance.
    • The Manager will represent themselves and the company professionally to both customers and Facility Providers through verbal and written communications.
    • The Candidate must be able to follow detailed instructions and procedures. Selected candidate will possess strong critical and analytical thinking. Computer and Internet skills are required. The ability to be available for shift coverage is necessary.  


Knowledge, Skills, and Abilities Required:
 
    • Minimum of (10+) years’ experience working with Managed Services, Internet and data/telecommunication services.
    • Minimum of (15+) years of experience as Manager, or Supervisor leading an enterprise level network operations center (NOC), carrier or ISP technical support center.
    • Strong customer service and complaint resolution skills
    • Cisco certification CCNT or CCNA required
    • Experience with PC’s, application software support
    • Technical expertise in TCP/IP network protocol
    • Knowledge of configuring and provisioning of LAN and WAN protocols MPLS, Private Line, Broadband, Satellite Internet
    • Experience creating and implementing call center metrics and reporting initiatives including customer satisfaction and quality.
    • Able to analyze spreadsheets and formulate action plans.
    • Strong Microsoft Office Suite knowledge.
    • College Degree or equivalent business experience and/or vendor certifications
 
  • Knowledge, Skills and Abilities Preferred:
    • A background in CPE or network troubleshooting of Broadband Cable, DIA, Ethernet or traditional telecommunications is desired.
    • Enterprise network configuration or support experience is preferred.
    • Military experience is a plus.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

  • the individual’s skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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