Director, Technical Support and Network Operations

Overview:

The Director will oversee workflow management, staff development, client escalations, and strategic initiatives to enhance operational efficiency and service excellence.

Responsibilities:

• Oversee and delegate workflow for Help Desk and Customer Support associates, ensuring responsibilities are executed efficiently and meet or exceed client expectations.
• Provide guidance, training, and support to help desk staff, ensuring they are equipped to handle technical issues effectively.
• Handle escalations related to Wireline, Wireless, and IT Services, ensuring timely and effective resolutions for clients.
• Maintain availability for after-hours support as needed to ensure uninterrupted service excellence.

• Build strong relationships with each Customer Support associate, fostering engagement and motivation.
• Emphasize the strategic role of Help Desk and Customer Support within the company mission.
• Monitor individual and team progress, providing regular coaching, feedback, and professional development opportunities.
• Participate in the hiring process, including filtering applications, conducting interviews, and making hiring recommendations.
• Design and refine training programs for new and existing Customer Support associates, ensuring continuous learning and upskilling.
• Maintain detailed records of training, performance reviews, and any disciplinary actions. Conduct monthly progress reviews and annual performance evaluations.
• Escalate performance concerns to executive management as necessary.

• Streamline onboarding processes to enhance service efficiency and client satisfaction.
• Establish and maintain strong relationships with key service providers within the telecom and technology portfolio.
• Stay up to date with service providers’ products, services, processes, and commission structures to provide accurate support and resolution.
• Effectively communicate with internal and external stakeholders to address service provider issues and client concerns.

• Conduct continuous analysis and review of existing databases, systems, and processes to improve service efficiency.
• Ensure cross-functional alignment between Customer Support and other departments.
• Identify and implement process improvements that enhance departmental and company-wide initiatives.
• Ensure that data and system usage complies with information security policies and standards. Unauthorized access to data and/or systems is strictly prohibited.

• Align departmental efforts with the company’s strategic vision and goals.
• Lead initiatives that enhance operational effectiveness in technical support and network operations.
• Ensure efficient use of resources, maintaining a productive work environment while minimizing non-business-related activities.

Qualifications:

1. Proven experience in IT service management, technical support leadership, and network operations, preferably in the telecom industry.
2. Strong team leadership, coaching, and staff development skills.
3. Experience managing help desk operations, IT implementations, and call center support.
4. Ability to analyze and optimize service processes and systems.
5. Excellent communication and relationship-building skills with internal teams, clients, and service providers.
6. Strong problem-solving and escalation management abilities.
7. Understanding of information security policies and compliance requirements.

This is an in-office position that will require the candidate to be onsite in our Greenville, NC location