•Manage and mentor a rapidly growing team of multi-location, 24/7/365, tier 2 engineers; coordinate with tier 3 engineers
•Manage and be accountable for established customer service level agreements
•Assist with development of training materials/standard operating procedures, deliver ongoing training to team members and ensure compliance with policy standards.
•Prepare, analyze and maintain records of individual and group performance activities relative to service goals and objectives. Provide weekly reporting to senior management on key business metrics.
•Monitor employee performance and provide counsel/advice to ensure maximum effectiveness and continued growth.
•Perform regular ticket audits and call monitoring to ensure a quality customer experience.
•Manage and approve work schedules; manage and monitor time off requests to ensure optimal 24/7 staffing.
•Manage change implementation effectively; help navigate team successfully through change.
•Implement strong documentation and scripts to be more efficient
•Assist in Quarterly Business Reviews (QBR) with clients as necessary
•Manage escalations from end customers working collaboratively with other engineering and technical resources to resolve issues.
•Work with external vendors on escalated support tickets.
•Build capacity plans to right size staff in a 24x7x365 environment
Needed skills and experience:
•Experience managing senior level engineers
•Understanding of IP networking, data center and cloud infrastructure
•Cisco, VMware and ITIL certifications a plus.
•The ability to consistently achieve high levels of customer satisfaction.
•Professional presence and demeanor; responds promptly to customer needs; demonstrates strong commitment to providing an exceptional customer experience
•Demonstrated leadership and mentoring capabilities
•Demonstrate a calm demeanor and retain composure in fast-paced environment
•Demonstrate the highest level of integrity and ethical standards
Technology doesn't change the world. People do.
As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.
Leader among IT staffing agencies
The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.
We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.
Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.
All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.
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