Senior Support Group Leader

Who We Are:

We give end users THE CONNECTED LIFE EXPERIENCE™ – the SEAMLESS, EFFORTLESS, AND ROBUST CONNECTIVITY EXPERIENCE they expect, and shows property owners how to BREAK THE BOUNDS OF UNINSPIRED CONNECTIVITY™ to increase revenue, improve customer/resident satisfaction and ultimately increase the value of their property.

We offer complete guest, resident and customer internet and connectivity solutions, including enterprise-class software, network design, engineering, professional services, ongoing maintenance, network monitoring, multi-lingual support, revenue reporting and authentication tracking.

We currently serve over 3,600 customers globally—comprised of over 1 million guest rooms and apartment units—across multiple industries including hospitality, student housing, multi family and senior living.

IN 2020 we launched PlatformONE— a world-class fully integrated wireless connectivity software platform to enhance customer opportunity and experience. PlatformONE offers property and venue owners a wide range of opportunities to leverage the latest advancements in wireless connectivity including 5G, Wi-Fi 6, Wi-Fi Certified Passpoint®, and next-generation IoT. PlatformONE Provides a single integrated network management plane for delivering fully managed solutions that optimize your guests’, residents’, and customers’ Connected Life Experience™.

What You'll Do:

• Ensure a knowledgeable, consistent, and positive experience for our customers.
• Provide leadership for Support Group Leader (SGL) direct reports, to include input for hiring, firing, training, performance management, etc.
• Maintain knowledge of problematic sites and use that knowledge to facilitate quick resolution or escalation of any outage.
• Engage in and review severity 1/2 tickets as required.
• Act as an escalation point for all members of the Network Operations Center (NOC) team as they work to resolve tickets pertaining to MACD’s (Move/Add/Change/Disconnect), Down equipment BAP/Software, questions, and escalated guest tickets.
• Act as an escalation point and mentor for other Support Group Leaders (SGL).
• Participate in the daily NOC briefings.
• Maintain an expert level knowledge of our customers.
• Develop a relationship with key stakeholders within each account. Use this relationship to improve Single Digits’ reputation and enable the company to participate in additional opportunities.
• Act as an advocate for your assigned customer group.
• Review tickets for trending issues and compare tickets to authentications.
• Review dashboards to ensure Service Level Agreements (SLA’s) are met.
• Facilitate resolution of open items throughout support, conference, break-fix, Product, PSG, and development.
• Regularly communicate with account team peers in other departments (e.g. Sales, Product, Call Center, etc.), including attendance at large project internal kick-off meetings (>~$150k), onsite acceptance testing for larger projects (>$300k), and regular PSG to support handoff meetings (weekly/monthly).
• Proactively reach out to new customers before they hit the support team.
• Ensure the NOC is prepared for success.
• Participate in Quality Assurance (QA) reviews of sites post-project.
• Act as a dedicated point of contact for assigned accounts as needed and as a managerial escalation point for all issues pertaining to the assigned account.
• Ensure proper communication to key stakeholders during and after an outage situation. Be aware of each outage and consolidate tickets whenever possible.
• Ensure the support team is following all policies and procedures related to assigned accounts.
• Facilitate the movement of Severity 1/2/3 tickets following protocol.
• Ensure the team quickly identifies severity 1/2 outages.
• Motivate and drive the team to maintain the following Key Performance Indicators (KPI’s):

1. 0 unassigned tickets
2. All tickets updated every 24 hours
3. 0 tickets older than 5 days; and
4. Ensure all billable items are sent to sales via the TSR process.

• Provide subject matter expertise to the training department.

Locations:

• Dallas, TX
• Charlotte,NC
• Chicago, IL
• Phoenix, AZ
• Bedford, NH

Requirements

Education:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field or equivalent combination of education and experience.

• Previous education in Network Management a plus.

Experience:

• Minimum of 4 year