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This job was posted by https://idahoworks.gov : For more information, please see: https://idahoworks.gov/jobs/2264834

How Will You Contribute to the Company?\ The Manager of Global Service and Support will lead one of several Network Support Engineering teams and be a key member of the Global Service and Support leadership team.\ \ The Ericsson Enterprise Wireless Solutions Global Service and Support (GSS) organization has an extraordinary culture. The two primary things we love to do: Making sure our customers are successful and have fun doing it. The GSS team is always working to improve our support capabilities and processes to assure we are industry leading and continually providing our customers a premium experience and results. The candidate will need to be an innovative leader to contribute to the development of our new style of technical support.\ \ The Manager is responsible for overseeing their assigned team in their daily activities, providing his/her team with leadership and skill development (both technical and business). Other responsibilities may include internal partner relationship management, support technology vendor management, and program budget management. Participation on the GSS leadership team includes collaborating on GSS strategy, leading strategic initiatives and measuring and optimizing team performance.\ \ In addition to technical experience, the Manager of Global Service and Support must have good communication, interpersonal, organizational, and presentation skills; as well as be self-motivated and detail oriented.\ \ What Will You Do?

• Assure the Enterprise Support Team is effective and efficient, meeting the needs of our customers through the use of appropriate, ongoing evaluation systems and professional growth strategies
• Work with peers and leadership to develop and implement strategic plans, initiatives, and direction
• Set productivity standards and goals for Support Engineers and monitors daily/weekly/monthly progress to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals
• Handle difficult customer inquiries and complaints referred by Support Agents
• Understanding of Networking concepts around how large networks are designed and implemented
• Good understanding of troubleshooting techniques. via the phone, chat, email and on occasion direct contact
• Technical writing (i.e. documenting solutions, writing technical articles, developing training materials, etc.
• Good understanding of maintaining case management records using CRM
• Recommend enhancements to Company Products and Services
• Ability to engage with other teams within GSS to provide direction and support to address and manage customer issues

\ Qualifications\ Minimum Qualifications:

• Seven (7+) years of professional Global Service and Support experience
• Management experience, supervisory and/or process management
• Leadership practices and development and team building
• Project management experience and methodology knowledge
• Experience with annual strategic cycles including performance management and budgeting
• Experience conducting analytics and determining actions from analysis
• Excellent communication, interpersonal, organizational and presentation skills
• Networking Technical proficiency\
  • LAN/WAN Layer 2 & 3 network topologies (i.e. MPLS, BGP, OSPF, EIGRP, LLDP, VLAN, etc.)
  • Virtual Private Network and tunnel solutions (i.e. DMVPN, TLS, IPSEC, GRE, L2TP, etc.)
  • Network Security (i.e. UTM, Firewalls, IDS/IPS, SBC, ACL, NAT)
  • Understanding of Enterprise grade networking equipment (i.e. Cisco, Juniper, Fortinet, Palo Alto, etc.)
  • Cloud Based Network Management Solutions
  • Understanding of Enterprise grade etwork software services (i.e. SNMP, DNS, AD, RADIUS, TACACS, PKI)
• Other Technical experience\
  • Knowledge of major Operating Systems, including but not limited to; Windows, Mac OS/X and Linux

\ Preferred Qualifications:

• Bachelor\'s Degree in a relevant field and/or relevant industry certifications (Network Administration, Network Engineering, Network Architecture, I.T. Management, and Systems Administration)
• Technical experience with Salesforce Service Cloud

Ericsson Enterprise Wireless Solutions\' Diversity, Equity, Inclusion, and Belonging mission is to create an inclusive work environment where all employees\' differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We\'re proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool. It is our policy and commitment to provide equal opportunity employment for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.