Manager, Service Assurance

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee technicians engaged in proactive and reactive network repairs, monitoring, troubleshooting, coordination, and restoration of service-affecting or potentially service-affecting network events/issues.

• Provide support to Enterprise and Wholesale customer accounts.

• Organize daily activities and allocate tasks accordingly.

• Review work, create schedules, and perform individual tasks pertinent to the group.

• Ensure sufficient staffing for the designated work function.

• Aid in the selection and training of employees.

• Assess employee performance and conduct formal performance evaluations.

• Serve as the primary contact for escalated issues.

• Manage escalations, offer updates, and facilitate resolutions within or beyond the team.

• Track objectives and take corrective measures as needed.

• Assist in the planning and implementation of new procedures.

• Foster employee relations through effective communication and policy support.

• Review daily reports and take necessary corrective actions.

• Report issues impacting team performance.

• Deliver weekly and monthly metrics and performance reports to management.

• Enforce company policies and monitor work-group results, costs, and methods.

• Ensure functions are completed timely and align with corporate and departmental specifications.

• Engage in after-hours escalation and support via an on-call rotation.

⛳️ Requirements

• A minimum of 10 years of relevant experience.

• A foundational understanding or better of transport and internetworking technology, encompassing DDS, DS0, DS1, ISDN PRI, DS3, Ethernet, SONET, and optical technologies.

• Exceptional verbal and written communication abilities.

• Capability to communicate effectively with all levels of employees, customers, and partners.

• Orientation towards self-development, initiative, delegation, subordinate development, and establishing work standards.

• Proficiency in Microsoft Office, Microsoft Outlook, and Microsoft Teams.

• High personal work standards.

• Ability to create and implement processes and procedures that enhance productivity while reducing costs.

• Experience in a 24/7 repair call center, including nights, weekends, and holidays.

• An Associate's degree in a related field or equivalent work experience along with 10+ years of relevant experience is considered a bonus qualification.

• Prior lead or supervisory experience is an additional bonus qualification.

• Demonstrated ability to thrive in a dynamic team environment and swiftly adapt to changing requirements is a bonus qualification.

• Employees must be fully vaccinated against COVID-19, in accordance with legal obligations and potential accommodations.

🏝️ Benefits

• Flexibility for remote work arrangements.

• Competitive salary packages.

• Comprehensive benefits offerings.

• Paid time off programs.

• Medical insurance coverage.

• Dental insurance options.

• Vision insurance plans.

• Life insurance benefits.

• Employee assistance programs.

• 401K plan with company matching contributions.

• Voluntary benefits available.

• Reasonable accommodations for applicants with disabilities or veterans.