Technical Operations Manager
hace 1 día
AireSpring, a leading provider of Cloud Communications, Managed Connectivity and Managed Security, has earned its stellar reputation by taking service and support to the next level. Founded in 2001, the company is family owned and operated, with a mission to help clients connect and communicate easily.
We aim to delight our customers and partners by providing personalized, outstanding service. Our commitment to delivering exceptional user experiences through intuitive and visually appealing customer portals has led us to seek a talented Digital Product Manager to join our team.
Job SummaryThis is an exciting opportunity to lead the portal evolution of our new AI based ITSM customer portal, enhancing the usability and aesthetics and effectiveness of this revolutionary, industry leading customer-facing platform.
Key Responsibilities- Manage daily operational activity, including personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.
- Maintain proper departmental documentation, such as troubleshooting guides, policies, procedures, processes, resolution guides, walkthroughs, and training material.
- Ensure documented departmental policies, procedures, processes are followed.
- 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 to 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.
- Maintain actual and forecasted personnel work demand calculators, with augments and training being completed prior to resource exhaustion.
- Improve existing tools, data, and content utilized or provided by Tier 2 to customers, agents, and other AireSpring departments.
- Act as the primary escalation point of contact for issues raised beyond technician and supervisors levels, and own a timely path to resolution and communication related to the escalation.
To be successful in this role, you will need:
- 5+ years of experience as a technical trouble ticket manager or supervisor, with 15+ reports, at a large 24x7 MSP/ISP that offers Internet, networking, security, HPBX, SD-WAN, and SIP services via a multitude of carriers and circuit types.
- 3+ years of experience as a senior NOC or repair technician that individually resolved Internet, networking, security, HPBX, SD-WAN, and SIP services.
- Strong educator/mentoring skills to provide escalation-level assistance and support to technicians and supervisors that may require guidance on open tickets.
- Hands-on experience and technical certifications with Fortinet FW.
AireSpring is committed to delivering exceptional user experiences through intuitive and visually appealing customer portals. We offer a dynamic and entrepreneurial corporate culture, where you can use your talents to make a real difference.
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