agreed-upon scope, and ensures that client satisfaction meets or exceeds QTS operational excellence goals. This includes key metrics and KPI's such as First Call Resolution goals, Net Promoter Score, reduction in incident escalations to Level 4 engineering teams, and assisting our on-call Level 4 engineering support teams.
The key purpose of this role is to function in a 24x7x365 Operations Service Center as a technical Manager for customer and vendor escalations, and provides leadership and direction for 13-16 OSC Customer Service Representatives and Technical Engineers across Network WAN, Network Security, Systems and Managed Backup disciplines. This position requires skills, motivation
and experience to develop a highly functional team to deliver superior, predictable and reliable services in a dynamic IT service provider environment. Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations in a Cisco-centric national carrier hotel environment.
Must have proven background with moderate to high complexity systems using a variety of technologies across a national WAN. This leadership role requires experience with decision making, interfacing with customers, vendors and key stakeholders, and prioritizing individual and team work efforts. RESPONSIBILITIES, other duties may be assigned. Ensure
network and systems are operating sufficiently to deliver quality services.
Reviews and resolves support tickets based on agreed service levels; reviews reports/tools to identify existing or potential risks to network systems availability; follows and enhances the processes that measure, monitor, and report on the availability and performance of all network systems. backsses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished. Responsible for quality assurance of calls/incidents identifying trends, gaps in training or knowledge or improving overall customer experience.
Assists in developing documentation and knowledge base articles and procedures to ensure quality assurance, reviews support processes and regulatory adherence. Administers staff performance management and career development activities Provide support as required to Customers, IT Operations teams, and business stakeholders Reports department/ functional area progress on initiatives to IT Senior Management. Change management, incident management and other ITIL processes Manage required documentation and refine processes as needed to support the team and enterprise.
Performs compliance controls testing, remediation and certification as requested. Ability to work flexible hours to include Holidays. BASIC QUALIFICATIONS Bachelor's degree preferred in Computer Science, Engineering or related field or equivalent professional experience Seven or more years of progressive IT experience, including two or more years of people management Five or more years of experience with network/systems technologies such as Cisco/Juniper routers and switches, F5 load balancers, VMware, Windows Server 200X and Linux operating systems and patch management tools. Experience and familiarity with network monitoring and diagnostic tools US Citizenship for this position is required by law due to federal customer contracts PREFERRED QUALIFICATIONS Five or more years of experience working in data center, NOC, or managed services environment Two or more years of experience working with Service Now or other ticketing software One or more years of experience with change and/or incident management ITIL V3 certification KNOWLEDGE, SKILLS AND ABILITIES Capability to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization.
Ability to work and thrive in a matrix organization Ability to make informative decisions to implement and carry out goals TOTAL REWARDS This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
This position is Bonus eligible. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, interactionual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.
We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim. The " Know Your Rights" Poster is included here: Know Your Rights (English) Know Your Rights (Spanish) The pay transparency policy is available here: Pay Transparency Nondiscrimination Poster-Formatted QTS is committed to working with and providing reasonable accommodations to individuals with disabilities.
If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to xyz X@ and let us know the nature of your request and your contact information.
Coordinator to join our team. Job Description: We are looking for an organized and detail-oriented Construction Project Coordinator to play a crucial role in the successful execution of our construction projects. The primary responsibilities of this position include project billing, contract management, and new job setup in our system.
The ideal candidate will possess strong organizational skills, a keen eye for detail, and the ability to work effectively in a fast-paced construction environment. Key Responsibilities: Project Billing: Prepare and submit accurate and timely project invoices to clients. Ensure billing documentation is complete, including change orders and additional billable
items. Collaborate with the accounting department to resolve billing discrepancies and address client inquiries related to invoices. Contract Management: Assist in the review and management of project contracts, ensuring compliance with all terms and conditions.
Maintain organized records of all contract documents and correspondence. Track contract milestones and deadlines to facilitate project progress and payment schedules. New Job Setup: Create and set up new construction projects in the company's project management system. Input project details, budget information, and key milestones accurately. Collaborate with project managers to ensure proper communication of project setup details.
Administrative Support: Provide administrative support to project managers and construction teams as needed.
Assist in the preparation of project reports, documentation, and presentations. Help maintain organized project files and records. Assist Accounting department with AP and AR. Qualifications: Minimum of 2 years of experience in construction project coordination, billing, or related roles. Strong proficiency in Microsoft Office Suite, particularly Excel and Word. Familiarity with construction project management software is a plus. Excellent organizational and time-management skills. Detail-oriented and able to maintain accurate records. Strong communication and interpersonal skills.
Ability to work independently and as part of a team. Knowledge of construction industry terminology and processes is preferred. Benefits: Competitive salary ($60,000 - $70,000 annually). Comprehensive benefits package, including health, dental, and retirement plans. Opportunities for professional growth and development within the company. A supportive and collaborative work environment. Employee discounts on company services and products. Powered by Jazz HR
