We are seeking an experienced and highly motivated IT/Network Manager to lead and manage our Service & Support Team. This role requires hands-on experience with network infrastructure (Routing, BGP, Switching), while also managing and mentoring Level-1 (L1), Level-2 (L2), RF, and Field Engineers. You will be responsible for ensuring smooth and efficient operations within the team, from handling customer complaints to managing network troubleshooting and service tasks. As the point person for the service and support team, you will ensure that customer issues are acknowledged and resolved in a timely manner, and that your team is well-trained, motivated, and aligned with company objectives.

Requirements

Key Responsibilities:

• Team Leadership & Management:
  
• • Lead and supervise the L1, L2, RF, and Field Engineers, ensuring that they perform their duties efficiently and effectively.
    
  • Schedule weekly shifts and rosters, ensuring proper coverage for all networks and service-related tasks.
    
  • Regularly monitor team performance, provide feedback, and motivate team members to achieve high standards.
    
  • Conduct training and educational sessions to enhance the technical knowledge of your team.
    
• Network Operations Management:
  
• • Oversee the configuration, maintenance, and optimization of the network infrastructure, with a focus on advanced routing protocols (BGP, OSPF) and switching technologies (VLANs, STP).
    
  • Serve as the primary escalation point for complex technical issues related to routing, switching, and BGP configuration.
    
  • Ensure that the network infrastructure is running smoothly and that outages, slowdowns, or other issues are quickly resolved.
    
• Customer Service & Support:
  
• • Ensure that customer complaints and service requests are promptly acknowledged, logged, and addressed.
    
  • Monitor customer satisfaction and ensure that issues are resolved within established SLAs (Service Level Agreements).
    
  • Work closely with your team to ensure that customer networks are operating effectively and that any issues are communicated transparently to customers.
    
  • Develop and maintain strong relationships with customers, ensuring they are satisfied with service and support.
    
• Incident & Problem Management:
  
• • Manage and coordinate the response to network incidents, ensuring swift resolution and proper escalation when necessary.
    
  • Track and report recurring issues, working with your team to implement preventive solutions.
    
• Reporting & Communication:
  
• • Provide regular updates to the Operations Manager on network performance, customer service metrics, and team productivity.
    
  • Prepare detailed reports on customer complaints, network incidents, and team performance for senior management.
    
• Collaboration & Vendor Management:
  
• • Collaborate with vendors and ISPs to ensure external services and equipment function optimally.
    
  • Assist in network procurement, upgrades, and troubleshooting with third-party vendors.
    

Required Qualifications:

• Experience:
  
• • 3-5 years of experience in network engineering with a strong focus on routing protocols (BGP, OSPF), switching, and troubleshooting.
    
  • Proven experience in managing teams of technical support engineers, including scheduling, mentoring, and performance evaluation.
    
• Technical Skills:
  
• • Strong knowledge of Layer 2 and Layer 3 networking, BGP peering, VLAN management, and inter-VLAN routing.
    
  • Proficiency in network monitoring and management tools (SolarWinds, PRTG, Cacti, Nagios, etc.).
    
  • Solid understanding of network security protocols, firewalls, and VPN management.
    
  • Experience with RF (Radio Frequency) technologies and field engineering is a plus.
    
• Certifications:
  
• • Cisco Certified Network Associate (CCNA) or Professional (CCNP) or equivalent certification preferred.
    
  • Other networking certifications (Juniper, Fortinet, etc.) are advantageous.
    
• Soft Skills:
  
• • Strong leadership and team management skills with a focus on motivation, education, and support.
    
  • Excellent communication skills to work with both customers and internal teams.
    
  • Problem-solving mindset, able to think critically under pressure.
    
  • Ability to multitask and prioritize in a fast-paced environment.
    

Preferred Qualifications:

• Experience in managing customer support operations and ensuring SLA compliance.
  
• Familiarity with RF networking and field deployment support.
  
• Experience working in ISP or telecom environments is a strong plus.
  

Leadership Responsibilities:

• Team Development:
  
• • Mentor and coach your team to improve their skills and foster career development.
    
  • Create a positive and collaborative work environment where team members feel supported and motivated.
    
• Performance Monitoring:
  
• • Track individual and team performance metrics, ensuring alignment with company goals and customer expectations.
    
  • Handle conflict resolution, employee performance issues, and take corrective actions when necessary.
    

Customer Focus:

• Customer Complaint Handling:
  
• • Ensure timely acknowledgment and resolution of customer complaints, minimizing downtime and dissatisfaction.
    
  • Be proactive in resolving issues, even before customers experience significant impact.
    
• Service Improvement:
  
• • Continuously seek ways to improve the quality of service provided to customers by optimizing internal processes, improving communication, and reducing network incidents.
    

Physical Requirements:

• Ability to lift and install network equipment (up to 50 lbs).
  
Occasional travel may be required for on-site customer support or team supervision.

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Benefits

Compensation & Benefits:

• Competitive salary, based on experience and certifications.
  
• Health, dental, and vision insurance.
  
• Paid time off (PTO) and holidays.
  
• Career growth opportunities within the organization.