Job Summary

Do you want to use your technical expertise to troubleshoot and resolve network issues? You can do that. Ready to direct all daily aspects of an Enterprise Technical Support center while developing a team? As a Manager of Enterprise Technical Support at Spectrum Business, you can do that.

Spectrum Business provides modern enterprise technology solutions that meet the unique needs of some of the country’s biggest brands. If you’re looking to build your most successful career, support client growth and work alongside intelligent, driven professionals, you can do that. We're ready to go all in on your future and create an engaging setting.

Responsibilities

You manage a 24/7/365 Enterprise Technical Support (ETS) center and ensure timely issue resolutions. You continuously reassure clients through detailed communication during the resolution of escalations. You assemble and guide high-performing quality teams within an office environment.

HOW YOU CAN MAKE A DIFFERENCE:

- Manage event and incident requests or changes and serve as the initial point of contact for all major issues.
- Develop incident coordination policies and procedures for escalations, notifications and resolutions.
- Communicate with internal engineering teams to provide or receive information regarding network event status.
- Initiate testing scenarios to ensure continuity of operations and solidify disaster-preparedness across geographically dispersed support centers.
- Monitor technicians and provide constructive feedback to ensure quality and consistency.
- Coach and mentor teams to meet very aggressive MTTR and ticket-handling objectives.

Qualifications

WHAT YOU BRING TO SPECTRUM BUSINESS

Required qualifications:

- Experience: Six or more years of network troubleshooting experience.
- Education: Bachelor’s degree in computer science, electrical engineering,



a related field or equivalent experience.
- Technical skills: Knowledge of IP networking fundamentals.
- Skills: Project management and English communication skills.
- Abilities: Proven history of multi-tasking and managing multiple initiatives.

Preferred qualifications:

- Management experience in an operations center.
- Industry-specific professional-level network certifications.
- Knowledge of L2 and L3 VPNs, LAN, WAN, network operating systems, switching and routing architectures and VoIP switching platforms.
- Expert in protocols, such as RIPv2, OSPF, OSPF-TE, IS-IS, IS-IS-TE, BGP, MPLS and SIP.
- Familiar with HFC, DOCSIS, CMTs, CWDM, DWDM, SONET, T1, Ethernet and wireless technologies.
- Process improvement ownership — has driven a frontline or engineering process improvement from idea to adoption, ideally in a support/NOC/helpdesk environment.
- Cross-functional fluency with boundary teams — comfortable operating in rooms with Learning & Development, Product, Network Operations Engineering, or Program/Service Management counterparts; can point to a specific initiative where they represented their team's interests in that kind of forum.
- Customer-facing crisis composure — has personally interfaced with customers during a major incident or escalated bridge call.
- Training program partnership — has partnered with a dedicated L&D;/training function to build or maintain a structured training curriculum and can describe where that partnership succeeded or broke down.
- Training subject-matter ownership across a broader org — has functioned as a de facto SME or quality gate for training/reference material beyond their own direct team.
- Automation/AI program involvement — has represented a business function's interest in an automation or tooling initiative, ideally including writing requirements or user stories in partnership with a systems/tools team.

📌 Manager, Business Technical Support, Spectrum Business (Maitland)
🏢 Charter Communications
📍 Maitland