Hybrid Manager, Network Services Support

at Emory University

• Job title: Manager, Network Services Support
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Atlanta, United States

About the role

• Manager of Network Services Support at Emory University overseeing voice and data services installations. Coordinating technical operations and supervising staff to enhance IT service delivery.

Responsibilities

• Organizes and coordinates enterprise-wide voice and data services installations and maintenance.
• Supervises a team of technicians and assigns work orders (WOs) and trouble tickets to move, add and change (MAC) service and installs service in new facilities and renovated spaces.
• Supports Technical Operations Center (TOC) trouble tickets to ensure network issues are resolved and service is restored.
• Supports Coordinators to help resolve WO issues.
• Manages vendor activities and ensures the vendor's work meets established standards.
• Supervises Communications Specialists.
• Manages people resources and processes to administer day-to-day operations.
• Identifies individual and team skill gaps and developmental opportunities to facilitate career development.
• Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individuals professionally.
• Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement.
• Organizes WOs from automated tracking and management tool (i.e., MySoft) queue to prioritize and assign technician work assignments.
• Acts as an enterprise telecommunications subject matter expert (SME) to provide resource information for IT Coordinators.
• Assists TOC to control and minimize the trouble ticket queue.
• Interacts with vendors to utilize contractor staff for meeting workload demands.
• Acts as a liaison for Senior Technicians and IT Coordinators to maximize IT resources and to meet order and project deadlines.
• Prioritizes industry certifications (e.g., Building Industry Consulting Service, International [BICSI], etc.) to utilize up-to-date quality assurance (QA) standards.
• Interacts with IT Coordinators to verify and clarify work assignments.
• Conducts work assignment inspections to evaluate quality and identify areas for improvement.
• Monitors trouble ticket queue to ensure IT resources meet workload demands and to resolve work issues.
• Monitors system trouble ticket queue to maintain Tier 1 service level support.
• Performs related responsibilities as required.

Requirements

• A high school diploma and five years of relevant IT experience, OR an equivalent combination of education, training, and/or experience.
• Building Industry Consulting Services, Int'l certification.
• Ability to lift up to 50lbs.
• Ability to bend, stoop, and twist.
• Valid Georgia driver's license and an insurable driving record.

Benefits

• Health and safety information not applicable
• Equal opportunity employer