Director of Service Delivery Support in St. Louis, MO at Interface Security Systems

Date Posted: 11/5/2020

Job Snapshot

Job Description

At Interface, it’s the human equation that drives us.

Interface Security Systems is a leading managed services provider delivering managed network, asset protection, and business intelligence solutions to distributed enterprises. We streamline operations, improve security, reduce IT costs, and enhance the customer experience, maximizing ROI for the nation’s most successful brands.

At Interface, we are passionate about connecting and protecting what matters most to businesses ... their people, their assets and their brand. We thrive on empowering distributed enterprises with solutions that help simplify complex challenges. We deliver nothing less than complete customer satisfaction through innovative and adaptive technology, customized services and relentless customer support. What enables us to be truly exceptional are our people and a culture where teamwork, respect and an innovative spirit thrive.

So, come and join our winning team and maximize your potential and achieve your professional development goals.

Interface Security is now hiring for a Director of Service Delivery Support. 

POSITION SUMMARY: 

The Director of Service Delivery Support for National Accounts will report to the VP of Service Delivery.  This role will manage all service support specialist and managers as needed.  Key interface working with all ISS teams, will support building solid customer relationships from the initiation of all opportunities working closely with Sales, Sales Engineers, COE, Service Delivery and our customers at all levels within their organization. 

SUPERVISORY RESPONSIBILITIES: 

This individual will manage a team of Service Delivery Support Specialists and managers as needed, specializing in the follow systems: heavy emphasis on Network and UCaaS (VOIP), in addition supporting Video, Intrusion, and Access Control.  Role will manage projects in a manner that balances the workload of the Support Specialists, creating a collaborative team environment that will support the specialists, the PMO, and our customers.  Director will work with this team to improve process and procedures to provide detailed assessments of equipment configurations proposed to our customer base.  This will be done by managing POC and Pilot installations and verifying team is creating detailed Install, Build, and TTU guides to support the PMO team to deliver successful project implementations.  Individual will need to be able to intelligently work with Sales Engineers, Network Engineers, and our COE from project initiation to production to support and ensure solutions are solid before handoff to production PM. 

ESSENTIAL JOB FUNCTIONS: 

  • Must be able to effectively manage a team of service delivery support specialists
  • Ensure the team is skilled in all technologies that are part of the ISS portfolio to provide high-quality service and support
  • Must be able to drive process improvement and ways to better transition from POC to pilot to full implementation.
  • Must be able to work with customers to build Strong relationships
  • Must possess skills in troubleshooting network and communication issues
  • Must be able to work with IT personnel and network engineers
  • Must be able to learn new UCaaS and network technologies and procedures quickly
  • Must be able to make sure support team is documenting steps taken in a clear, concise manner identifying resolutions to issues uncovered during POC and Pilots
  • Must have a deep understanding of computer networking including security, switches, firewalls, VPNs and cable modems
  • Experience in provisioning or working with a provisioning partner
  • Must have a strong understanding of voice technology including telephone service, UCaaS and faxing
  • Must be able to work with third-party vendors and support to drive issues towards resolution and vet out products with non-ISS team members
  • Must be able to prioritize work and team’s workload to focus on the highest priority times.
  • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
  • Must possess a valid driver’s license and is expected to drive as required to his/her assigned projects.

Job Requirements



QUALIFICATIONS: 

  • Director who has the background with a proven track record of building, developing and managing service delivery technical support teams.
  • Solid leadership and people management skills
  • Must be able to communicate effectively with a wide variety of individuals both technical and non-technical resources.
  • The ability to lead and complete tasks independently with attention to detail while under pressure focusing on high priority tasks
  • Solid understanding of Network Security best practices
  • Strong ability to analyze and drives problems to resolution, handling complex issues simultaneously while effectively communicating across teams
  • Maintain strong values of integrity, commitment, and self-improvement


EDUCATION AND EXPERIENCE: 

  • Minimum Bachelor’s degree in IT or Telcom, preferred Masters degree.
  • Experience managing multi-location network deployments leveraging technologies like broadband, DIA, and Wireless (3G/4G/5G)
  • 7+ years managing support teams or project teams
  • 7+ years of troubleshooting and managing networks and UCaaS
  • 5+ years of telco experience highly desired
  • Experience with Cisco and Fortinet product lines, certifications highly desired
  • Minimum Network + and A+ certifications
  • Experience with supporting and testing new products
  • Strong background running Proof of concept and pilot installations to validate Network and UCaaS custom configurations
  • PMP and Agile Certification a plus
  • Technical writing experience is a plus
  • Video, Intrusion, and Access Control experience is a plus
  • MS Office products including Visio
  • Smartsheet project management applications

Working Conditions:

Office setting. Sitting or standing at work station with computer keyboard, multiple monitors, and desk phone. Company dress code is business casual. 

Travel as required – 25%

Position type and expected hours of work:

This position is director level and it is expected that work is performed during normal business hours 8am-5pm, Monday - Friday.  It does require that the individual be available after hours and on weekends as needed.  Break periods and a lunch period is provided.  This position may be required to perform work duties in addition to the above business hours, depending on workload and deadlines.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, employee is regularly required to sit in an office environment.  Employee is frequently required to talk or hear to interact with employees/job seekers.  Employee is constantly required to use the telephone.  Employee will constantly use a personal computer, keyboard, and view multiple monitors. The employee is occasionally required to stand, walk, bend, kneel, and reach. The employee may be required to lift objects up to 20 pounds which may include company materials, files and small equipment.  Specific vision abilities by this job include close vision, depth perception and ability to adjust focus in order to view reports, computer screen, forms and documents.   

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work is performed indoors in a fluorescent lit workspace at the employer’s office with minimal exposure to noise and adverse environmental issues. Business travel will include travel by vehicle and plane. Business travel will include overnight stays in a hotel.  

Equal Employment Opportunity Policy:

Interface Security Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

DISCLAIMER:

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.