Mgr, TAC Shift

Purpose of the Manager, TAC Shift Position: Provide management oversight and technical assistance to the company’s Technical Assistance Center (TAC). Responsible for providing 24/7 management and multi-tiered troubleshooting response of the company’s telecommunications network. This position requires an extensive and extremely diverse range of telecommunications technical knowledge and abilities.

Essential Duties of Position:

• Ensure continuous management, surveillance, and response to the daily performance and availability of the company’s telecommunications network.
• Ensures procedures are in place to monitor, troubleshoot, diagnose, and escalates applications, network and service related issues are managed appropriately.

• Responsible for hiring, leading, developing and managing the performance by those reporting to this position; establishes and communicates clear performance expectations, makes recommendations for salary increases.

• Provide timely annual performance reviews to all direct reports, and ensure that all employees within the department receive annual performance reviews on time.

• Responsible for team results and recommends and /or approves promotions, demotions, transfers or disciplinary actions up to and including termination.

• Maintains union free workforce through effective communication and regular feedback to employees regarding their performance against expectations, and use of effective performance recognition of groups involved.

• Support the TAC management team in the development of policies and procedures, training requirements and budgets.
• Confirm proper operations and maintenance of the network.
• Ensure; the Technical Assistance Center (TAC) is properly staffed, trained, following all applicable Network Services policies, procedures, and security protocols, and in line with the company’s business strategies.
• Promote a professional work environment, mentorship, and encourage development and continuing education.

Knowledge, Skills and Abilities:

Technical Knowledge:

• In-depth knowledge of the telecommunications industry with demonstrated application of applying this knowledge to the operation, maintenance and troubleshooting of the company’s network.
• Extensive knowledge and experience with a wide variety of complex telecommunication systems and equipment; particularly the specific equipment and configurations used in a telecommunications network.
• Demonstrated knowledge of Excel, Microsoft Word and Outlook applications.
• Strong interpersonal skills with excellent communication abilities.
• Must be able to discuss and work technical issues with other business units, employees, customers and other telecommunications partners and competitors.

Leadership:

• Excellent people management skills.
• Coaching ability to act as a positive mentor and coach to subordinates and other employees.
• Ability to manage performance, motivation and counseling of different levels of employees in a highly technical environment.
• Ability to lead a technical organization to high levels of performance while maintaining a positive, collaborative level of morale and personal growth for employees.
• Ability to create a work environment that maximizes individual contributions and maintains a culture of continuous improvement.

Analytical Skills:

• Strong ability to analyze problems and technical situations to determine the correct course of action. Ability to coach subordinates in analytical skills.
• Demonstrated ability to manage and maintain accountability and security of company assets and confidentiality of proprietary information.

Experience required for the Manager, TAC Shift position:

• Minimum of seven (7) or more years’ experience in the following areas:

• Experience in a Central Office or Inside Plant environment
• Minimum of four (4) years’ experience in a technical lead role
• Experience with Network Topology, Technologies and network management tools required.
• Minimum of three (3) years’ experience in a progressive supervisor/managerial role.
• School diploma or equivalent required.
• Bachelor’s degree in Telecommunications, Electronic Engineering or computer science or related field required.
• Education or a combination of education and or experience may substitute for the degree requirement on a year for year basis.
• Industry specific certifications are highly valued and can contribute toward education.