Sr Networking Support Manager at HAYS in Raleigh, North Carolina

Job Description:

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.


Applicants must be legally authorized to work in the United States. Visa sponsorship not available.


Our client is seeking a Sr Networking Support Manager in Raleigh, NC/ Hybrid.


Role Description


• Resolving all requests, incidents and problems including joining client calls.
• Coaching a team of 8-12 members.
• Developing processes that benefit the client services organization.
• Serving as the escalation point for your team members as needed and engaging upper management for additional support.
• Monitoring ticket and phone queues.
• Motivating your team to consistently deliver exceptional end-to-end client experience across all client tiers.
• Gathering and assessing various data points to provide regular reporting on client and technology health.
• Reviewing all survey feedback to improve services, tools and the overall client services experience.
• Executing ticket deep dive analysis.
• Developing service- and business-level objectives to measure performance.
• Overseeing the technical solutions repository and client documentation repository.
• Handling confidential information.
• Developing an effective framework for managing and improving customer IT support.
• Provide technical guidance and mentorship to your team


Skills & Requirements


• Bachelor's degree in a related discipline and 8 years' experience in a related field. experience in a related field
• 3+ years' experience in management or leadership role
• 4 Years of Network engineering experience
• Required to have experience specifically with SD/WAN, Fortigate and Cisco Meraki
• 3 Years of Security analyst experience
• Experience working within, influencing and/or leading end-user support operations.
• Experience managing large teams.
• Operational skill within Salesforce service console including report building and custom dashboard creation.
• Experience with Excel and PowerPoint.
• Experience coming from multi-tenant environment (thus working with 100's of external customers)


Benefits/Other Compensation:


The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.


Why Hays?


You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.


Nervous about an upcoming interview? Unsure how to write a new resume?


Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.


Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.


In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.


Drug testing may be required; please contact a recruiter for more information.


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#1164234 - Kimberly Moore