Overview
The Manager of the Network Operations Center (NOC) Support team is charged with successfully managing the day-to-day operations and employees within the department. The role is responsible for ensuring the team provides a high-quality, efficient response to request fulfillments and service incidents related to the monitoring and repair of Interface Systems’ network and voice services.
The functional focus of this role is on ensuring that fault isolation, repair, service restoration, & root cause analysis processes are all executed accurately, efficiently, and with an exceptional customer experience. Managed Network and Voice services supported are terrestrial primary WAN, LTE wireless backup connectivity and Unified Communication as a Service (UCaaS) service offerings.
As the departmental leader, this position will be called upon to lead various improvement initiatives that are focused on improving the customer experience, that create operational efficiencies, that provide operational innovation, and those that enable scale through improved performance standards, process mechanization, and further automation.
Responsibilities
Develops and directs the implementation of goals, objectives, policies, procedures, and work standards where applicable for the assigned shift.
Develop Key Performance Indicators for all Supervisors and Analysts; routinely evaluating their productivity and progress in achieving them. Maintain proper documentation in relation.
Ensure customer experience standards and SLAs are met day to day.
Identify staff training needs and plan training sessions in coordination with the Training Manager/Supervisors/Leads; foster an environment of continuous learning.
Ensures proper work schedules are in place to provide sufficient shift personnel for workload demands. Including vacations requests and subsequent overtime needed.
Communicate with the Director to keep them informed of areas of opportunity within the team; Alert them to potential risks/challenges.
Monitors daily updates to the supervisors on the performance metrics of their team, current customer related items, software concerns or developments, and other business matters.
Maintain Standard Operating Procedure/ Policy and send all recommended updates through the change control process.
Assist and work closely with the Service Delivery and Test & Turn-up teams to approve all Client Procedures before a site can be placed into production.
Promptly responds and resolves client inquires and investigations.
Work closely with Account Management and Customer Experience Leaders to assist on new or existing client calls as it relates to an open incident/escalation.
Recruit, interview, and offer employment to potential candidates.
Conducts personnel year end evaluations.
Responsible for executing disciplinary actions and terminations according to company policies.
Other duties may be assigned as required.
Qualifications
BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)
3+ years’ experience leading customer-facing Support or Delivery teams focused on network and voice services
5+ years’ experience leading various Network and IT-oriented projects, ie. Process, training, performance, analysis, integration, automation, etc.
Broad Network and Voice experience in Customer-facing Support or Delivery organizations
Broad IT expertise including working knowledge of ITIL v3 Service Management.
Proven technical problem solving, business process development, and analytical capabilities
Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.