Internet Help Desk / Network Operations Center (Ihd/Noc) Supervisor

Internet Help Desk / Network Operations Center (Ihd/Noc) Supervisor
Company:

Mosaic Telecom


Internet Help Desk / Network Operations Center (Ihd/Noc) Supervisor

Details of the offer

Mosaic Telecom is now hiring a motivated and dynamicInternet Help Desk/Network Operations Center (IHD/NOC) Supervisorto help lead our growing IHD/NOC. This position aligns people, process and technology, and, as a result, is a key role that contributes heavily towards the success of the IHD/NOC.
If you are driven, customer service, results orientated leader with a passion for technology, we would love to hear from you.
Key Areas of Responsibility:
Daily management of the IHD/NOC Team responsible for processing orders, handling customer requests, and dispatching technicians. Examples include but are not limited to communicating with customers, troubleshooting service issues (phone, Internet, cable television), diagnosing hardware and software malfunctions, replacing hardware/equipment, and installing software on customer's machines.
Supervise the IHD/NOC Team by defining and establishing schedules, determining personnel requirements, setting priorities, providing support and direction, ensuring the Team has adequate resources to complete their jobs, and dealing with administrative issues as needed.
Assist in the development and implementation of a Quality Performance Program. Ensure the IHD/NOC Team is appropriately trained, updated on certifications, following correct procedures, and maintaining a high degree of quality.
Work within the IHD/NOC department to answer calls as call volume requires. Promote excellent customer service, effective response times, and provide expert insight into general support issues. Enforce Quality of Performance guidelines for dealing with customers, completing services, and overall customer satisfaction.
Handle all complex Customer service issues, escalated, and/or unresolved calls.
Gather and analyze metrics to benchmark IHD/NOC Team workload/performance and identify trends in call center issues.
Assist the IT Manager in development of the IHD/NOC department and its employee team for expanding roles.
Interface with the IT Manager as well as other members of the Mosaic Management Team for process development and implementation of new projects.
Manage remote IHD/NOC operations until transition to offsite office of Tier 1 Representatives.

Education & Experience
A Bachelor?s Degree in Computer Science or Networking preferred.
Current certifications in Microsoft, Calix, etc. are ideal.
Minimum of 1+ years? experience as a supervisor in an IHD/NOC setting is preferred.
Telecommunications background, and technical knowledge of an IHD/NOC is strongly preferred

Knowledge & Skills
Excellent interpersonal written, verbal and listening skills.
Customer focused, analytical thinker who can quickly assess and identify customer needs
Process oriented with a strong attention to detail with the ability to resolve problems quickly, accurately and through to resolution
Positive, proactive, and personable team leader
Strong sense of responsibility and ownership
Ability to quickly assimilate and learn new products and systems.
Flexibility to work any shift or day of the week, including holidays

An insurable driving record, preliminary drug screening and background check are all required. Interested parties may send or email a cover letter, resume and salary requirements to:
Human Resources
Mosaic Telecom
P.O. Box 664
Cameron, WI 54822
An Equal Opportunity Employer
Job Type: Full-time
Experience:
Supervisor in a IHD/NOC: 1 year (Preferred)

Education:
Bachelor's (Preferred)

Location:
Cameron, WI 54822 (Required)

License:
Driver's License (Required)

Work Location:
One location

Benefits:
Health insurance
Dental insurance
Vision insurance
Retirement plan
Paid time off

Work Remotely:
No


Source: Jobsxl


Area:

  • Call Center - Customer Support / Customer Service Representative

Requirements


Knowledges:

  • Internet
  • Internet

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