Technical Operations Manager
hace 9 horas
Company Overview
AireSpring is a leading provider of Cloud Communications, Managed Connectivity, and Managed Security. Founded in 2001, the company has earned a stellar reputation for delivering exceptional customer experiences.
We aim to delight our clients by providing personalized service and helping them connect and communicate easily. Our mission is to exceed industry standards and build long-lasting relationships with our customers and partners.
The company has received over 100 coveted industry awards, including "Product of the Year", "Excellence in Customer Service", and "Unified Communications Excellence". We combine incredible growth with the stability of a privately held, diversified, and debt-free company.
About the Role
We are seeking a talented Technical Operations Manager to lead the evolution of our AI-based ITSM customer portal. As a key member of our team, you will be responsible for managing daily operational activities, ensuring documented policies and procedures are followed, and continually identifying initiatives to improve the customer experience.
Key Responsibilities
- Manage personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.
- Maintain proper departmental documentation, including troubleshooting guides, policies, procedures, processes, resolution guides, walkthroughs, and training material.
- Develop and maintain departmental and individual key performance indicators, per ticket-type SLOs, communication internal and content requirements, escalation SLAs, and reports that track key metrics associated with each.
- Continually identify, define, and lead initiatives that improve the customer experience, reduce ticket duration, eliminate ticket creations, avoid repetitive tasks, and/or streamline ticket handling.
- Act as the primary escalation point of contact for issues raised beyond technician and supervisor levels, and own a timely path to resolution and communication related to the escalation.
- Implement and maintain a robust root cause data gathering method for all tickets and escalations, and seek to eliminate/reduce go-forward similar tickets and escalations through inter-departmental process/data improvement initiatives, customer/agent education, personnel training, documentation improvements, tool changes/development, and automation projects.
- Set departmental standards, develop and maintain a robust quality assurance system, and manage the results to the standards.
- Ensure that the Tier 2 globally distributed technical support departments operate successfully 24x7 and that escalations and ticket management are performed by skilled and available resources during each shift.
Qualifications
We are looking for a seasoned professional with 5+ years of experience as a technical trouble ticket manager or supervisor at a large 24x7 MSP/ISP. You should have 3+ years of experience as a senior NOC or repair technician with hands-on experience and technical certifications with Fortinet FW.
Estimated Salary Range: $120,000 - $150,000 per year, depending on experience and location. The salary range is based on national averages and may vary depending on the specific location and other factors. Benefits include comprehensive health insurance, retirement plans, paid time off, and opportunities for professional growth and development.
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