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    Network Operations Manager - New York, United States - Apex Systems

    Apex Systems
    Apex Systems New York, United States

    4 weeks ago

    Apex Systems background
    Description

    Role:
    Service Desk Manager


    Location:
    Austin, TX

    3 Month Contract to Hire


    The Communication Desk Manager is responsible for all daily activities within the Communication Desk department, including managing and supervising all Communication Desk personnel to maintain the most efficient and professional operation.

    The Communication Desk identifies systemic issues based on customer call data and serves to coordinate communications among relevant operational and corporate groups during outages and other service-affecting issues, anywhere in the service area, until resolution is achieved.

    The scope of managerial responsibility includes working with and escalating issues to boundary partners such as Net Ops, Field Ops, IT SOC, Customer Ops team and product team to ensure proper escalations and communication of all customer facing issues.

    General Management 3+ Years, Business Analytics and Project Management +2 Years.

    Actively and consistently support all efforts to simplify and enhance the customer experience
    Supervise and manage Communication Desk employees across multiple shifts and multiple locations.
    Coach and develop Communication Desk employees to achieve goals and to maximize their level of performance.
    Make recommendations and decisions regarding escalations and outages, and ensures consistent and quality communications to Executive Leaders.

    Develop effective techniques and tools to extract, correlate and analyze data from available data sources (e.g., Remedy,) to identify relevant trends, issues and problems that warrant further escalation and action.

    Establish effective working relationships with boundary partners throughout the company in order to enable productive execution of activities.
    Evaluate existing processes to identify strengths, weaknesses, and opportunities for improvement.
    Effectively deliver coaching, end of year reviews, and evaluations on a timely basis.
    Approve and Review timesheets and maintain accurate and timely payroll practices.
    Ensure staff familiarity with company policy issues, product knowledge and new information.
    Maintain and develop high employee morale.

    Provide opportunities for staff to provide input on all aspects of group activities, including areas of concern, suggestions for improvement, and any personal concerns.

    Provide regular, relevant and respectful feedback to staff.
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