Platform Support Manager overseeing L1 support team performance and stakeholder collaboration. Driving continuous improvement and operational excellence in platform support processes.
About the role
- On-site System Manager overseeing USMC 911 Public Safety Lab in Charleston, SC. Delivering technical support and managing customer relationships for NG911 solutions.
Responsibilities
- Be on-site at the USMC base at Charleston, SC during business hours as needed.
- Support remotely and on-site various USMC 911 systems within the US.
- Manage and lead day-to-day activities in meeting MSI’s contractual commitments.
- Manage and lead our relationship with the local service partner.
- Ensure that customer satisfaction goals are met both internally and with the customer.
- Procure and coordinate any internal resources that maybe needed.
- Ensure compliance with response/restoration time commitment.
- Remotely diagnose system failure and facilitate call management as applicable.
- Manage Emergency Service efforts and escalation procedures.
Requirements
- High School diploma, Associates, or Bachelor's degree in Computer Science, Information Systems, or Technology, OR 4+ years of work experience in resolving customer technical issues required.
- Must be able to obtain background clearance as required by our government customers.
- Legal authorization to work in the U.S. indefinitely is required.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
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