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