Engineering Manager

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Our Telecommunications client is looking to add an accomplished Engineering Manager who will directly manage a team of Support Specialists and Engineers, provide technical leadership, and help ensure that end users are receiving efficient and timely technical support. This Manager position will be focused on a team specifically serving our Information Windows Desktop and Server OS, Office 365, Azure, Advance Networking.

What you'll get to do:

  • Assist the Senior Manager of Customer Operations by the supervision of Support Specialist including, but not limited to, setting expectations, training, performance evaluations, career development, hiring, and disciplinary action.
  • Analyze performance of customer support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service, speed of service, and customer satisfaction.
  • Participate in Change Advisory Board meeting to vote on scheduled changes.
  • Participate in CXO Management Meetings.
  • Ensure day to day operations of the Advance Support Specialist and Engineering Team.
  • Develop processes and procedures that drive consistency in operation.
  • Assist in the facilitation of Customer Escalation Requests.
  • Prioritize workload for CXO and individual members as necessary.
  • Complete weekly/monthly reporting.
  • Effectively and consistently communicate issues and ongoing operations with Management Team and other departments.
  • Provide Technical Leadership to junior System Administrators, Helpdesk Specialists, etc.

What you have done:

  • At least two years of proven management, leadership, or coaching experience required.
  • At least 6 years of proven technical experience relevant to the Technical Customer Support team required.
  • Experience in the development and continuous improvement of processes and procedures required.
  • Experience developing teams and collaborative environments required.
  • Willingness and ability to travel 5%-10% of the time required
  • Proven experience with the following technologies:
  • Windows 10, Window 11, MacOS
  • Windows Server
  • Active Directory
  • Office 365
  • Microsoft Office Suite
  • Azure
  • Citrix XenApp, Citrix XenDesktop

It would be nice to have:

  • Industry recognized certifications that are relevant to the following:
  • ITIL, Six Sigma, COBIT, or other IT Frameworks
  • Industry standard Service Desk certifications / memberships (ex. HDI)
  • A+, Network+ Certifications
  • MCP, MCITP, MCSA, MCSA Certifications

Read the full job description and apply online on the recuiter's web-site

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