Manager, Network Services Support
Emory University
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • United States
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About the role
- Organizes and coordinates enterprise-wide voice and data services installations and maintenance.
- Supervises a team of technicians and assigns work orders (WOs) and trouble tickets to move, add and change (MAC) service and installs service in new facilities and renovated spaces.
- Supports Technical Operations Center (TOC) trouble tickets to ensure network issues are resolved and service is restored.
- Supports Coordinators to help resolve WO issues.
- Manages vendor activities and ensures the vendor's work meets established standards.
- Supervises Communications Specialists.
- Manages people resources and processes to administer day-to-day operations.
- Identifies individual and team skill gaps and developmental opportunities to facilitate career development.
- Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individuals professionally.
- Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement.
- Organizes WOs from automated tracking and management tool (i.e., MySoft) queue to prioritize and assign technician work assignments.
- Acts as an enterprise telecommunications subject matter expert (SME) to provide resource information for IT Coordinators.
- Assists TOC to control and minimize the trouble ticket queue.
- Interacts with vendors to utilize contractor staff for meeting workload demands.
- Acts as a liaison for Senior Technicians and IT Coordinators to maximize IT resources and to meet order and project deadlines.
- Prioritizes industry certifications (e.g., Building Industry Consulting Service, International [BICSI], etc.) to utilize up-to-date quality assurance (QA) standards.
- Interacts with IT Coordinators to verify and clarify work assignments.
- Conducts work assignment inspections to evaluate quality and identify areas for improvement.
- Monitors trouble ticket queue to ensure IT resources meet workload demands and to resolve work issues.
- Monitors system trouble ticket queue to maintain Tier 1 service level support.
- Performs related responsibilities as required.
Requirements
- A high school diploma and five years of relevant IT experience, OR an equivalent combination of education, training, and/or experience.
- Building Industry Consulting Services, Int'l certification.
- Ability to lift up to 50lbs.
- Ability to bend, stoop, and twist.
- Valid Georgia driver's license and an insurable driving record.
Benefits
- Health and safety information not applicable
- Equal opportunity employer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
voice services installationdata services installationtrouble ticket managementwork order managementperformance evaluationquality assurancenetwork issue resolutionteam supervisionskill gap identificationcareer development facilitation
Soft Skills
communicationleadershiporganizational skillsteam managementproblem-solvinginterpersonal skillsperformance improvementvendor managementliaison skillsresource management
Certifications
Building Industry Consulting Services, Int'l certification