Enterprise Network Support Manager in Earth City, MO at Interface Security Systems

Date Posted: 8/28/2019

Job Snapshot

Job Description

ROLE SUMMARY:

The Manager of the Enterprise Network Support department is responsible for leading a team of customer-facing service consultants that provide end/end support for a broad set of enterprise level network customers.  This position is responsible for leading a team that is responsible for providing Tier I and Tier II support, who act as the primary communication interface to customer, that is responsible for managing escalations, and that owns delivery of overall SLA performances.  

As the manager of the Enterprise Support team, this position is responsible to lead, manage, and develop the internal support resources as required to meet/exceed both the internal quality/cost performance standards, as well as, the customer SLAs.  

In doing so, this position is responsible for managing team fundamentals; ie. supporting employee training, managing time reporting and work schedules, employee development including hiring, training, mentoring, performance management, and when necessary, counseling and termination cycles. 

The chief focus of this role is on ensuring that customer expectations are met/exceeded, that named SLAs are over-achieved, that strong working relationships are fostered and built with each customer, and ultimately for producing a ‘referenceable’ customer on the basis of the service levels that this team provides. 

Network services supported are IP-based and include data, voice, video, and security service offerings.  Those services are coupled with various managed service overlays.  As such, this position requires someone with a good baseline understanding of IP, voice, telecom, and security networking fundamentals. 

Organizationally, the team that this role leads represents the first and second line of support being provided to Interface’s enterprise network customer.  As such, it is responsible for receiving and/or originating all initial customer contact and for following through with each related support incident. 

This role is also responsible for engaging directly with and supporting enterprise customer escalations, leading process development changes, performing data analysis and reporting, and leading various internal projects, including customer satisfaction & training programs, process development, employee development initiatives, and automation projects. 

As the Manager of the Enterprise Network Support you will be called upon to lead various improvement initiatives that are focused on improving the overall customer experience and continuously improving retention and building strong service-driven customer references.

ESSENTIAL DUTIES AND RESPONSIBILITIES  

  • Leading initiatives to ensure that overall goals and objectives are met. Goals range from cost/budget objectives and customer SLA attainment to process and quality initiatives and efficiency improvements. Doing so requires analysis, reporting, clear/regular communication, regular performance measurement/display, planning/administration, and effective priority mgmt. 
  • Managing day-to-day network service support and restoral processes, which requires direct engagement with Interface’s customers, their leadership, and with their support teams. Must also build strong working relationships with and coordinate closely with various internal peer organizations including Managed Network Operations, Engineering, Field Services, Account Management, and Delivery teams. 
  • Ensuring internal cost/quality and customer experience standards and SLAs are met day-to-day. This requires someone that can keep a close eye on several different performance indicators in parallel, that can manage multiple tasks simultaneously, that can juggle priorities, and that can delegate and follow-up effectively.  
  • Regularly reviewing KPIs to determine support center’s overall cost/quality performance levels required to understand functional strengths/weaknesses and ultimately to identify and drive process/training/performance improvement initiatives aimed at further improving overall performance. 
  • Actively participate in leadership meetings. Responsible for contributing in leadership meetings and in preparing analysis/summaries/reports/presentation materials that will be included in various customer meetings and leadership presentations. 
  • Enthusiastically direct and lead a diverse team of agents, contractors, and external service providers; ensuring appropriate staffing levels, objectives, support, and career development plans are in place. Train, coach, motivate, and mentor as required. Interview, hire, train, develop, and promote high performing individuals. Conduct annual performance reviews for direct reports. 
  • Directly engaging with enterprise clients, discussion forums, conference calls, participating in analysis and process projects, and supporting escalations.

Job Requirements

QUALIFICATIONS

  • Experience managing customer-facing support teams in the telecom and/or managed network services industry within delivery or support organizations.
  • Strong experience facing customer leadership personnel.
  • Ability to lead, motivate, mentor, and develop highly customer-centric support resources
  • Baseline understanding of Layer2/Layer3 network fundamentals and logical fault isolation procedures required to effectively support Voice & IP Networks
  • Ability to manage to defined operational & performance goals that support business objectives
  • Experience supporting or delivering commercial/retail network services
  • Experience engaging with leaders across the business
  • Capability of independently gathering data and performing thorough performance analysis
  • Deep working understanding of ITIL support process standards 

EDUCATION and EXPERIENCE 

  • BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)
  • 5+ years’ experience leading customer-facing Support or Delivery teams focused on IP Network services
  • Broad experience in Customer-facing Support or Delivery organizations
  • Broad IT expertise including working knowledge of ITIL v3 Service Management.
  • Proven technical problem solving, business process development, and analytical capabilities
  • Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.

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. Employee is frequently required to talk or hear to interact with employees/customers/vendors. Employee is occasionally required to walk and stand. Employee may occasionally lift objects up to 15 pounds which may include small equipment.  Specific vision abilities include close vision, depth perception and ability to adjust focus to view data reports, work orders/tickets, contract/agreements and other company material.

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 Employer’s office. Employee will occasionally be required to travel by airplane and/or motor vehicle. Employee will occasionally be required to stay overnight in hotel.

Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. 

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

Headquartered in St. Louis, Missouri, Interface is uniquely qualified to be the one source for safeguarding customer data, people, and assets. As the leading national provider of cloud-based managed network services and security systems for retail, commercial and small business customers, we provide the industry’s most comprehensive bundle of integrated solutions that connect and protect some of America’s best-known companies.

Our service offerings include PCI-compliant private secure managed broadband, managed digital voice, alarm/event monitoring, interactive video surveillance, managed access control and fire/life safety systems. Multiple UL-Approved 5-Diamond CSAA Certified Secure Operations Centers monitor, manage and support their system, backed by a nationwide service delivery infrastructure.

Interface believes in the philosophy of listening to our customers and addressing their needs. We are guided by integrity as well as an all-consuming desire to exceed expectations and foster long-term partnerships. Our goal is nothing less than complete customer satisfaction. And we strive to achieve it by providing responsive, accommodating service to each and every one of our valued clients.

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.