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
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