Technical Support Manager

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General Summary: Responsible for the management of multiple and diverse technical support teams that provide direct customer support, service provider escalation, and 3rd party troubleshooting. Develop and manage a highly detailed team focused on superior customer experience, product knowledge, quick resolution, and minimizing expense to the organization through one-call resolution and avoiding truck rolls where possible. Principally responsible for department performance and culture as reported through systems data, KPI's, and employee morale. Leveraging human capital in delivering the best customer experience that sets apart SSC from it's competitors.

Essential Job Functions:

• Manage the development, implementation, installation, and operation of best-in-class technical support strategies that provide the best customer experience within a broadband service provider network.

• Developing, managing, and reporting on all activities associated with dept performance, and established metrics that contribute to the corporate strategy KPI's

• Research emerging technologies and where applicable propose appropriate use within business applications and processes that will improve efficiencies and increase automation.

• Develop and maintain a team of qualified individuals that provision DLC's, Switches, Wireless equip, Email services, cloud management systems, or any other equipment required to activate, suspend, monitor, or deactivate services following process flows defined within service orders, work orders, and trouble tickets.

• Handle personnel-related matters for assigned staff members including interviewing, hiring, scheduling, training, coaching, evaluating, counseling, and discharging.

• Overseeing all change management, and related audit activities associated to your area of responsibility including documentation requirements, scheduled service impacts, and operational procedure changes.

• Utilize collaboration software to organize work efforts, priorities, and keep upper management apprised of the status of high priority projects and business impacting issues.

• Develop and manage a technical support strategy that will best serve the unique conditions and constraints of a neutral open access network operator, and provide a high level of visibility to participating ISP's

• Facilitate open dialog of challenges and successes resulting from management responsibilities as assigned, coordinated, and prioritized with the Director of Network Operations.

• Contribute to a cross-functional leadership team and provide input to special focus groups on the deployment of new products and services.

• Responsible for managing the 3rd party support agreements leveraged by SSC, and also the 3rd party support agreements fulfilled by SSC for other organizations that conform to service level agreements

• Act as the liaison between Operations, Network and Customer Service to establish effective processes and procedures are in place to establish synergies and minimize disruption.

• Participate in strategic planning events to aid in guiding the direction of the company.

• Oversee escalation procedures related to support needs and outage events in gathering information and reporting concise information to escalated teams.

• Adhere to corporate policies and procedures.

• Ensure exceptional customer service.

• Other duties as assigned.

• Requires special technical knowledge of the techniques and procedures of software and network support for multiple users. Must understand installation, configuration and troubleshooting processes for software, hardware, networking, and accessory equipment. Requires experience with personal computer equipment.

• Within the department, ability to foster forward thinking, innovation, teamwork, and creativity to meet the needs of the company now and in the future.

• Strong interpersonal and leadership skills to handle sensitive and confidential situations. The ideal person for this job would be a team player, personable, professional, upbeat, and energetic, takes initiative, uses tact and diplomacy.

• Proven project management and analytical skills requiring continual attention to detail. Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.

• Resourceful, roll up the sleeves attitude. The successful candidate must have the initiative to resolve problems and seek answers independently and enthusiastically persist until goals are achieved.

Experience / Requirements:

• Bachelor's degree in computer or business-related field plus four years relevant experience with an Internet Service Provider or the combination of education and experience that enables performance of all aspects of the position.

• Ability to hold a valid Wyoming or Idaho Driver's License.