Mgr, TAC Shift

General Communication   •  

Anchorage, AK

Industry: Telecommunications


8 - 10 years

Posted 58 days ago

This job is no longer available.

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.


  • 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.