Supv, Service Assurance ( Managed Svcs )

5 - 7 years experience  •  Software

Salary depends on experience
Posted on 11/13/17
Centennial, CO
5 - 7 years experience
Software
Salary depends on experience
Posted on 11/13/17

Job Summary:
Responsible for overseeing and supervising the staffing, day-to-day
activities, and operations of technical staff. Manages and reports
relevant key performance indicators. Customarily and regularly directs
the work of at least two or more full-time employees or their
equivalent.

Core Responsibilities:
- Perform quality assurance auditing of tickets worked and calls taken
by direct reports.
- Interface with backline engineering regarding escalations.
- Manage and report key performance indicators, including average speed
to answer, abandon rate, service level %, etc.
- Handle difficult customer inquiries and complaints referred by
technicians.
- Assist in scheduling and assignment of technical staff to meet support
needs.
- Hold monthly, semi-monthly, weekly meetings with staff, individually
and as a group to talk about performance towards goals, customer news
and needs, etc.
- In conjunction with the engineering team, develop new processes and
determine division of responsibilities among teams.
- Assist in recruiting and selection of hiring new staff.
- Assist in onboarding of new staff, including ensuring that all needed
training is provided.
- Stay abreast of rapidly developing new technologies that will require
support from the team.
- Train subordinates as new technology is implemented.
- Perform employee evaluations, disciplinary actions etc.
- Participates in weekly, semi-monthly, and monthly customer care calls,
as required.
- Serves as first supervisory level on-call.
- Consistently exercise independent judgment and discretion in matters
of significance.
- Regular, consistent, and punctual attendance. Must be able to work
nights and weekends, variable schedule(s) as necessary.
- Other duties and responsibilities as assigned.

Job Specification:
- Bachelor's Degree or Equivalent
- Telecommunications, Computer Science
- CCENT, or other relevant industry certification
- Generally requires 4-7 years related experience.

Summary

Responsible for overseeing and supervising the staffing, day-to-day activities, and operations of the Network Operations Center technical staff. Manage and report relevant key performance indicators. Customarily and regularly directs the work of at least two or more full-time employees or their equivalent.

Core Responsibilities:

- Performs quality assurance auditing of tickets worked and calls taken by direct reports.

- Manages and reports key performance indicators, including Average Speed to Answer, Abandon Rate, Service Level %, etc.

- Handles difficult customer inquiries and complaints referred by technicians.

- Assists in scheduling and assignment of technical staff to meet support needs.

- Holds monthly, semi-monthly, weekly meetings with staff, individually and as a group to talk about performance towards goals, customer news and needs, etc.

- Assists in recruiting and selection of hiring new staff.

- Assists in onboarding of new staff, including ensuring that all needed training is provided.

- Manages a team by providing personnel development, employee evaluations, disciplinary actions etc.

- Consistently exercise independent judgment and discretion in matters of significance.

- Participates in weekly, semi-monthly, and monthly customer care calls, as required.

- Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

- Other duties and responsibilities as assigned.

Education Level-Bachelor's Degree or Equivalent

Field of Study-Engineering, Computer Science

Certifications CCENT, CCNA, or other relevant industry certification

Years Experience-Generally requires 4-7 years related experience

165852

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