Assistant Manager, Deployment Support

Telaid, a leading provider of technology deployment solutions, is seeking an Assistant Manager for our Deployment Support Team to oversee our Night Shift Support Center personnel. The ideal candidate will have strong technical expertise in commissioning and integrating devices onto customer networks, assisting on-site technicians with IT infrastructure upgrades, and conducting service account triage and monitoring. Responsibilities will include scheduling, conducting performance reviews, managing contact center queues, handling escalation calls, and facilitating project management processes.

Shift Between: 11pm - 7am EST

Core Values: Be Proactive, Be A Team Player, Take Ownership, and Do the Right Thing

Technical Expertise:

• Utilize comprehensive knowledge for commissioning and integrating devices into customer networks.
• Assist on-site technicians with IT infrastructure upgrades including Wi-Fi, routers, switches, IDF, and MDF relocations.
• Conduct service account triage and monitoring with proficiency.
• Maintain Cisco or Juniper certifications.
• Experienced in managing IT system upgrades.

Team Management and Leadership:

• Oversee a night shift team of Technical Analysts to ensure efficient deployment support.
• Assign tasks and projects according to team members' skills and expertise.
• Conduct quarterly performance reviews.
• Lead team meetings to plan and execute successful rollouts.
• Address disciplinary issues with staff as needed.
• Assist with hiring and termination of Support Analyst
• Hold the team accountable to established KPIs.
• Lead and guide the team toward achieving long-term strategic goals.

Operational Efficiency and Workflow Management:

• Schedule writing.
• Monitor and manage technical support tasks and queues.
• Ensure accountability for shift-specific technical support activities and program support.
• Adapt team resource allocations in response to fluctuating project demands.
• Facilitate cross-training within the team to prevent bottlenecks in service delivery.

Process and Performance Optimization:

• Develop and update internal technical documentation and processes for various programs and customers.
• Suggest process improvements to enhance efficiency based on technical insights.
• Track, analyze, and report on hold times and other KPIs to improve internal team coordination.
• Make proactive recommendations based on data analysis to refine operations

Communication and Client Interaction:

• Respond to and prioritize escalations, especially those affecting customer satisfaction.
• Maintain clear and effective communication across all internal Telaid teams.

Qualifications:

• Preference for Cisco Certified Network Associate (CCNA) or Juniper Networks Certified Associate (JNCIA); however, other IT certifications and educational backgrounds will be considered.
• Extensive experience in network infrastructure design, implementation, and support.
• A bachelor’s degree in a related field or equivalent professional experience.
• Strong leadership abilities with a proven capacity to effectively manage and mentor a team.
• Demonstrated problem-solving skills in a dynamic and challenging environment.
• Excellent communication and interpersonal skills, capable of maintaining positive relations and effective collaboration.
• Note: This job description outlines essential responsibilities and qualifications. Duties may evolve based on business needs.

Benefits of the Telaid Team:

• Salary Commensurate with Experience
• Performance Based Incentives
• Medical, Dental, and Vision Insurance
• Life/Disability Insurance
• 401(k) with Employer Match
• Employee Assistance Program
• Paid Time Off
• Professional Development Courses