Avaya is seeking a Customer Service Manager to manage the Help Desk function for a Government Agency in Woodlawn, MD supporting 94,000 users. The Customer Services Manager shall be responsible for the Customer’s Voice Network Operations Center (VNOC) Help Desk function and its staff. VNOC HelpDesk staff are located in Woodlawn, MD and Durham, NC so experience managing remote employees is desired. The Customer Services Manager shall be responsible for the life cycle handling of problem tickets, first call resolution service levels, escalation. The Customer Services Manager shall serve as Avaya’s liaison to the customer for change management, training, quality assurance, and maintaining overall customer satisfaction with using Avaya’s VoIP systems. Ensures that 'best in class' services are provided to the end users and that procedures are standardized and aligned with local IT teams or 3rd party service providers. Ensures teams are working within the Service Management guidelines for incident, problem, and change management. Identifies and resolves complex network problems utilizing structured troubleshooting methods, techniques and tools; monitors systems operations, analyzes problems or malfunctions takes corrective action and coordinates corrective actions with VNOC engineering or vendors; provides technical support and training for a large complex infrastructure and services and all its components. Work is completed with minimal direction and reviewed by senior management. Provides solutions to a diverse range of complex problems.
5 - 8Years of Experience
Bachelordegree or equivalent experience