Technical Support Manager

Bachelor’s degree in Computer Science, Engineering, or related field; or a combination of education and relevant work experience. 8+ years of related technical experience with at least three years of experience managing technical teams is preferred. 4+ years Voice/Data Network specific experience. Strong knowledge of LAN/WAN and data networks Strong knowledge of cloud providers (AWS, Azure) Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, Dialer, ICM, Cisco Presence. SIP, SCCP, H.323, etc.) Extensive knowledge of VPN and other remote connectivity as well as Cisco switches, routers, wireless access points and firewalls. Metrics focus when it comes to improving customer service and providing insight into performance metrics. Experience troubleshooting Network & Infrastructure issues. History of Excellent Client Service Skills (communications & relationship management) Proficiency in MS Office (MS Teams and Excel Duties/Responsibilities Manages and mentors 24/7/365 Tech Support team in all daily operations by effectively communicating expectations and driving accountability. Manages day-to-day technical uptime of all customer products and services. Service oriented mindset, strong organizational capabilities for running multiple highly technical projects and support activities across a large and complex environment. Assist to ensure the stable operation of the corporate enterprise network including planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware & software. Strong Client Service focus, ability to communicate with both a technical and non-technical audience. Communicate clear instructions to team members and hold them accountable to goals and objectives. Provide regular status reports on tasks accomplished, current issues and progress toward goals. Communicate to business clients, technical teams and management in a consistent manner making complex technical issues and solutions clear, simple, and understandable. Reviews day-to-day ticket activity, ensuring that clients receive resolution within our service level agreement (SLA) via emails/calls/updates/Nagios/SmartTile. Creates, implements, and monitors department templates, processes, and procedures. Ensures Support Technicians are fully trained and have a proper roadmap for career progression (full understanding on what is needed to grow into a Level 2 & 3 Engineer) Ensures that all Support Technicians are set up with proper templates for each issue. Ensures all “priority one” (P1) issues are properly assigned and receive appropriate escalations. Works with the Director of Operations to ensure that no tickets are stuck in process and escalated in a timely manner. Provides on-going training and coaching to all Tech Support team members. Manages the emergency dispatch process and escalation to the Director of Operations and CTO. #J-18808-Ljbffr