Manager of Technical Support & NOC

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

The Manager of Technical Support & NOC is responsible for the operation of the Network Operations Center (NOC). This Manager, along with the NOC Supervisors, oversees and manages the NOC 1 team. The Manager, in conjunction with the Supervisor of Advanced NOC Functions, ensures that NOC 1 personnel are trained on, and understand, NOC procedures, policies, and operations. The Manager also researches and recommends improvements to the NOC 1 process and overall NOC operations.

Essential Job Functions:

• Responsible for implementing overall NOC management strategies and procedures
• Continuously improves NOC 1 level processes and procedures with the goal of providing the best possible service to customers
• Creates training and development plans for NOC 1 employees
• Supervises work schedules to ensure appropriate coverage at all times
• Develops and enforces root cause analysis and unified trouble resolution techniques
• Examines patterns in reported troubles and identifies systemic issues
• Leads and facilitates reviews of outages and helps identify steps or changes that can be taken to avoid future outages
• Develops standards for documentation and record-keeping
• Develops and documents NOC policies and procedures
• Develops and maintains preventive maintenance procedures
• Reviews trouble reporting system to ensure timely repairs
• Manages and assigns projects and initiatives
• Establishes methods, procedures, and best practices for resolving customer and/or network troubles
• Creates budgets and forecasts to ensure headcount supports organizational goals
• Develops and tracks call center KPIs with the goal of improving NOC performance
• Tracks employee performance throughout the year and supervises the annual review process
• Aids and supports other teams for major systems improvements
• May perform after-hours maintenance during scheduled windows or during emergencies
• Participates in special projects outside the departments as needed*
• These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job
  
  
  

Knowledge, Skills, and Abilities:

• Knowledge of management principles and practices
• Knowledge of telecommunications technology, products, and services
• Knowledge of company policies and procedures
• Knowledge of telecommunications industry standards and best common operating procedures
• Knowledge of call center management practices and KPIs
• Experience with telecom regulatory reporting preferred
• Problem solving and troubleshooting skills
• Skill in identifying and resolving customer troubles
• Skill in reading and interpreting technical documents, trouble tickets, and service orders
• Skill in operating various office equipment such as personal computer, various software programs, and telephone systems
• Skill in oral and written communication
• Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner
• Ability to follow written and oral instructions
• Ability to work with numbers and calculations
• Ability to work extended hours, nights and weekends as needed and perform under stressful conditions
• Ability to make sound decisions using experience and information at hand
• Ability to pay close attention to detail and schedules
• Ability to effectively function as a team player
• Occasional travel beyond the northeast required
  
  
  

Education and Experience:

Education: 2- or 4-year degree preferred; high school diploma required.

Experience: Minimum of five years of relevant technical and managerial experience.

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.

Benefits:

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Referral program

Vision insurance