A global market leader in enterprise and mobile communications powering more than 2 billion business connections and 2 billion mobile subscribers every day, Mitel (Nasdaq:MITL) (TSX:MNW) helps businesses and mobile carriers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 60 million business users in more than 100 countries, and 130 mobile service providers including 15 of the top 20 mobile carriers in the world. That makes us unique, and the only company able to provide a bridge between enterprise and mobile customers. For more information, go to www.mitel.com and follow us on Twitter @Mitel.
**Purpose of Position**
This Senior Support Manager (Unified Communications / VoIP) position, supervises the daily work load of the Service Management Center. This person will review the daily creation, closure and work flow for all Service Tickets through our OSS by using various reports and Universal Work Queue Utilities. The manager ensures that we are meeting our service level agreements. They will also provide monthly reports on ticket status to help us create updated training and education for our Support personnel as well as provide feedback for the management of our underlying service providers. This position ensures that the developed programs, processes, support plans pertinent to the objectives of Mitel Cloud Services and Service Level Agreements are meet as determined by executive management. You will also develop and modify existing programs, processes and support plans to meet business objectives as needed.
**Experience**
+ Minimum of 8 years customer service experience with a technology company or a Hosted Cloud company in a Supervision/Management position is required.
+ BA in information technology, business, marking, statistics or economics (or equivalent experience).
+ Must have experience with installation and troubleshooting telecommunication and data networks.
+ Demonstrated ability to unite a team as well as produce independently is a must.
+ Excellent working knowledge of Excel, Word, PowerPoint, and Project is required for this position.
+ Ability to develop complex troubleshooting plans covering internal resources, dealer resources and customer resources is required.
+ Experience using industry supported trouble ticketing software.
+ Assisting others in problem resolution and acting as a mentor and leader is required to perform the duties as described.
+ Candidate must have an in-depth understanding of VoIP/Cloud Technology, LAN & WAN Data communications, Internet Protocols, understanding of Public Switched Telephone Network (PSTN) and Private Branch Exchanges (PBX).
+ Ability to gain Mitel Sales and Technical Certifications, Windows and MS Office Certifications and Quality Improvement Training.
+ Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations is required.
+ Ability to write reports, business correspondence, and procedure manuals as well as the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public is also required.
+ Incumbents must be able to define problems, collect data, establish facts, and draw valid conclusions to perform the functions as represented above. The ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables is also required.
**Preferred skills**
+ Experience in leading a technical team in a NOC or Help Desk environment is desirable.
+ Knowledge of Remedy is a plus.
+ Industry certifications including but not limited to CCNA, CCDA, PBX Equipment and Mitel Communications Systems.
+ Working knowledge of data communications equipment such as Cisco, Adtran, Sonicwall, Ingate, Hosted Cloud services and PBX services are preferred.
**Detailed Duties and Requirements**
**Primary Accountabilities**
+ Note: The primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below.
+ Oversee and manage daily functions of T2/T3 teams within the Cloud Support Center.
+ Interface with internal and external customers for escalation of service related issues.
+ Quality checks accuracy of work product.
+ Act as the first level of escalation, support and resolution relating to technicians, service providers, manufacturers and all other outside suppliers when the SMC runs into a roadblock or requires escalation assistance.
+ Maintain and improve the technical knowledge of all departmental employees through effective leadership and the provision of regularly scheduled informal, in-house, and factory training.
+ Tracks, measures and reports KPI metrics.
+ Identifies tracks and resolves escalated technical issues to ensure customer satisfaction.
+ Enforces process and procedures are adhered to.
+ Manages supplier contracts including service level agreements.
+ Create presentation materials; propose specific solutions to needs or problems, which include written and oral reports and graphical presentations.
+ Make recommendations for the procurement of capital expenditures including tools, personnel requirements, and inventory requirements.
+ Utilize a continuous improvement process with the goal of improving customer service while minimizing costs.
+ Compile, maintain and publish customer satisfaction and service responsiveness results.
+ Ensures that consistent and updated information is disseminated to and between all respective departments by conducting in-house installation meetings with all affected personnel, including but not limited to sales, technical, and engineering resources.
+ Responsibility for the hiring, disciplinary action, termination, and formal performance reviews of all departmental employees.
+ Through leadership, provide the Service Department with a continuous improvement service process.
+ Conduct regularly scheduled departmental meetings with SMC staff for the discussion and status update of all ticket performance, and documenting and publishing the status of all tickets through an approved medium.
+ Performs other duties as assigned or apparent.
**Travel**
Travel is a requirement in this position. Up to 25% of travel may be required including international travel so a passport is required.
Mitel is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.