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Working at WingSwept >> Network Service Manager
Network Service Manager
Title:Network Service Manager
Department:Managed Services

WingSwept was recognized as the #1 Best Employer out of all medium-sized businesses in the Triangle by Business North Carolina in 2020 and by Triangle Business Journal in 2019 (#4 in 2020). While there are plenty of benefits, perks, and fun events that help make WingSwept a great place to work, the biggest reason we won these awards is that our employees genuinely care about one another.

WingSwept is seeking a Service Manager for our Network Support Division Helpdesk. The Network Service Manager will oversee and technically assist a team of engineers performing lower-tier system administration functions and will report directly to the Vice President of Managed Services.

The responsibilities of the position may include:

  • Provide leadership, mentorship, project management, and oversight to all helpdesk resources
  • Perform HR/administrative duties associated with being the supervisor of record for these individuals
  • Provide backup leadership for the rest of Managed Services department when others leaders are not available
  • Participate in the vetting and interviewing process for new helpdesk employee candidates
  • Work with account management to provide technical specifications for customer service issues
  • Communicate with customers as needed for service-related activities or escalation issues
  • Ensure service levels provided to our clients meet the expectations and standards of our SLA’s and sales
  • Provide root-cause analysis of service issues and utilize results to improve operations
  • Provide management for and ownership of all steps of the service ticket lifecycle; triage, diagnostics, technical service, client interactions, completion, follow-up, metrics, and client satisfaction
  • Oversee the organization of the tech work room (“Batcave”) and manage the product inventory process
  • Coordinate with VP of Managed Services, Engineering Manager, and other supervisors as required
  • Provide resources or personally participate in prospect assessments along with sales resources
  • Act as a [billable] engineering resource for any and all functions in the group as needed
  • Provide technical mentorship and coaching for direct reports and others in the division on technical matters
  • Design, track, and manage KPIs and metrics with the desired outcome of increasing service efficiencies and customer satisfaction.
  • Maintain a flexible attitude in dealing with changing circumstances and priorities
  • Provide leadership, assistance, and backup with any other position in the department as needed
  • Identify risk and escalate to the appropriate resource for mitigation

Minimum requirements:

  • Each WingSwept employee is expected to adhere to our core values of being Honest, Eager, Accountable, Respectful, and a Team Player in all their interactions
  • Must be legally in the US and able to pass a US government background check
  • High school diploma, at least two years of secondary education preferred
  • Eight+ years of IT or related experience
  • Five+ years of management experience
  • Must have a valid driver license and reliable transportation for travel as far as 75 miles from the office
  • Must be able to work a full-time 40-hour work week, with frequent after-hours support
  • Exceptional computer and system administration skills on Microsoft-based clients and servers
  • Firm understanding of networking fundamentals
  • Must have an affinity for technology, leadership, communication, business and building relationships
  • Good verbal and written communication skills for daily interactions with employees and customers
  • Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude
  • Ability to provide leadership and mentorship to others and lead by example

Extra consideration given for any of the following:

  • Previous experience in leadership and management roles
  • Previous experience working in a helpdesk environment
  • Previous experience in customer service roles
  • Previous experience managing a helpdesk or service department
  • Previous experience as a system administrator/engineer or equivalent role
  • Previous experience with ConnectWise PSA or Kaseya RMM
  • Intricate knowledge/experience with server and network diagnostics, design, and installation
  • Expertise with networking topics such as routing, VLANs, QoS, VPN
  • Expertise with Microsoft Windows Server, MS Exchange, or MS SQL
  • Expertise with VDI technologies (Citrix XenApp, MS RDS, VMWare View, etc.)
  • Expertise with virtualization technologies like vSphere and HyperV
  • Expertise with cloud hosting providers (AWS, Azure, others)
  • CompTIA Network+, Security+, Microsoft and other industry certifications
  • Experience with SonicWALL and / or Cisco firewalls and other appliances
  • Experience with scripting / automation (PowerShell, VBscript, Perl, WSH)
  • Familiarity with Linux/Unix based operating systems and system administration
  • Experience with phone wiring and phone switch installation / programming / maintenance

If the above description matches your interest and qualifications, please apply today!

Equal Opportunity Employer M/F/Disabled/Veteran

This opening is closed and is no longer accepting applications
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