NextPath Career Partners is currently seeking a Network Support Manager to join our client’s team in Raleigh, NC. This is a hybrid, direct hire position.
SALARY: $120-$130K + bonus (depending on experience)
Unfortunately, at this time our client is unable to sponsor or transfer visas. Only candidates authorized to work in the US without sponsorship should apply.
REQUIREMENTS:
- Night shift from 8PM to 7AM. Can work 5, 8 hour shifts or 4 ten hour shifts. Three days on site in Raleigh.
- 3 years of experience in a management position.
- 6+ years of experience with inbound technical support (managing a NOC).
- Experience working with or leading end-user support operations. Network, virtual desktop, and/or cloud infrastructure issues.
- Experience managing a team of 6 or more.
- BA/BS degree OR 10 years of experience in a related field.
- Experience with Excel and PowerPoint – must have experience pulling data and KPI’s.
RESPONSIBILITIES:
- Resolving all requests, incidents and problems including joining client calls.
- Coaching a team of 8-12 members.
- Developing processes that benefit the client services organization.
- Serving as the escalation point for your team members as needed and engaging upper management for additional support.
- Monitoring ticket and phone queues.
- Motivating your team to consistently deliver exceptional end-to-end client experience across all client tiers.
- Gathering and assessing various data points to provide regular reporting on client and technology health.
- Reviewing all survey feedback to improve services, tools and the overall client services experience.
- Executing ticket deep dive analysis.
- Developing service- and business-level objectives to measure performance.
- Report team data to Director of Support identifying trends and action plans to remediate
- Overseeing the technical solutions repository and client documentation repository.
- Handling confidential information.
- Developing an effective framework for managing and improving customer IT support.
NEXTPATH CAREER PARTNERS:
NextPath is a candidate centric recruiting firm focused on your career goals to help you find your next path! Our team of professional recruiters have over 80 years of combined experience to help you navigate a job change. Our clients span local and national with roles in sales, creative, marketing, and staffing on a direct, contract-to-perm, and contract (project) basis.
If the position above doesn’t appear to fit, we do have a host of clients with roles that could be a match and not every position will be posted. Feel free to reach out to find a better match by emailing your resume to apply@nextpathcp.com for a recruiter to engage.
We are an Equal Opportunity Employer
View all open jobs: http://www.nextpathcp.com
As part of our recruiting process, we may contact you regarding positions we feel are a good fit or engage with you via SMS text message. By clicking to submit your application, NextPath Career Partners has your consent to communicate via SMS text message moving forward.
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