Manager, Technical Support at Vaco, LLC
Tampa, FL
About the Job
Position Summary
This role is responsible for leading the technical support team, which includes: Network and application support utilizing monitoring tools and applications, motivating technicians, observing and coaching technicians, regular reporting on performance and trending, audit trouble tickets for accuracy and completeness, manage training program, report on center metrics and perform regular ticket audits
In addition, this individual will bring forward ongoing suggestions for improvements in efficiency and customer service
Candidates must be able to work in a very strong team environment along with having excellent written and verbal communication skills
Understanding of network technology concepts and call center experience is required
The Manager must represent themselves and VasoTechnology professionally to customers and vendors alike through both verbal and written communications
Candidates must have excellent documentation skills, able to work on multiple shifts, and have a strong desire to excel
Must have an advance level of knowledge in Network management principles and Application support
A+ level skills required
General understanding of Security, Microsoft server, Linux and PACS solutions
This position will work extensively with Network, Advanced Support and SOC Technicians and others within the department to coach, track, and evaluate individual performance
In addition, this individual will bring forward initiatives for improvements in efficiency and customer service
Growth Path: Technical Management, Engineering
Keys to Success: Collaborative –ability to engage with other departments in gathering critical information and understanding internal processes
Data Driven – integrates information in a cohesive and concise manner
Detail-Oriented – precise, focused and strict adherence to standards
Promotes Continual Improvement – Strives for incremental changes that contribute to overall service improvement
Requirements:Manage a team of 20+ technicians in Network and application support
Manage day to day operational activities of the Network Command and Control Center
Duties include facilitating employee skills development, involvement in hiring decisions, resolving escalations, and making duty assignments (scheduling)
Accountable for operational effectiveness and procedure flow of the Network Command and Control Center
Manage Customer escalations
Manage vendor partners in a productive and collaborative manner.
Lead customer engagements regarding Technical Support with NetWolves customers on data and telecommunication products and managed services
Position requires flexibility in work schedule and will require on-call status
Provide accurate and timely logging of problems and resolution for problems
Complete tasks and reports on a day to day basis in a timely manner as assigned by management
This individual is responsible for learning all monitoring tools and applications, motivating technicians, observing and coaching employees, provide metrics reporting, audit trouble tickets for accuracy and completeness, manage training program, report on center metrics and perform regular ticket audits
This position will work extensively with each Technician to coach and evaluate individual performance
The Manager will represent themselves and the company professionally to both customers and Facility Providers through verbal and written communications
The Candidate must be able to follow detailed instructions and procedures
Selected candidate will possess strong critical and analytical thinking
Computer and Internet skills are required
The ability to be available for shift coverage is necessary
Knowledge, Skills, and Abilities Required:
Minimum of (10+) years’ experience working with Managed Services, Internet and data/telecommunication services.
Minimum of (15+) years of experience as Manager, or Supervisor leading an enterprise level network operations center (NOC), carrier or ISP technical support center.
Strong customer service and complaint resolution skills
Cisco certification CCNT or CCNA required
Experience with PC’s, application software support
Technical expertise in TCP/IP network protocol
Knowledge of configuring and provisioning of LAN and WAN protocols MPLS, Private Line, Broadband, Satellite Internet
Experience creating and implementing call center metrics and reporting initiatives including customer satisfaction and quality.
Able to analyze spreadsheets and formulate action plans.
Strong Microsoft Office Suite knowledge.
College Degree or equivalent business experience and/or vendor certifications
Knowledge, Skills and Abilities Preferred:A background in CPE or network troubleshooting of Broadband Cable, DIA, Ethernet or traditional telecommunications is desired.
Enterprise network configuration or support experience is preferred.
Military experience is a plus.
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals
As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations
If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact
Vaco also wants all applicants to know their rights that workplace discrimination is illegal
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity
You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications
You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application
In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies
California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
Virginia residents may access our state specific policies here.
Residents of all other states may access our policies here
Canadian residents may access our policies in English here and in French here.
Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
the individual’s skill sets, experience and training;
licensure and certification requirements;
office location and other geographic considerations;
other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure
The individual may also be eligible for discretionary bonuses.
This role is responsible for leading the technical support team, which includes: Network and application support utilizing monitoring tools and applications, motivating technicians, observing and coaching technicians, regular reporting on performance and trending, audit trouble tickets for accuracy and completeness, manage training program, report on center metrics and perform regular ticket audits
In addition, this individual will bring forward ongoing suggestions for improvements in efficiency and customer service
Candidates must be able to work in a very strong team environment along with having excellent written and verbal communication skills
Understanding of network technology concepts and call center experience is required
The Manager must represent themselves and VasoTechnology professionally to customers and vendors alike through both verbal and written communications
Candidates must have excellent documentation skills, able to work on multiple shifts, and have a strong desire to excel
Must have an advance level of knowledge in Network management principles and Application support
A+ level skills required
General understanding of Security, Microsoft server, Linux and PACS solutions
This position will work extensively with Network, Advanced Support and SOC Technicians and others within the department to coach, track, and evaluate individual performance
In addition, this individual will bring forward initiatives for improvements in efficiency and customer service
Growth Path: Technical Management, Engineering
Keys to Success: Collaborative –ability to engage with other departments in gathering critical information and understanding internal processes
Data Driven – integrates information in a cohesive and concise manner
Detail-Oriented – precise, focused and strict adherence to standards
Promotes Continual Improvement – Strives for incremental changes that contribute to overall service improvement
Requirements:Manage a team of 20+ technicians in Network and application support
Manage day to day operational activities of the Network Command and Control Center
Duties include facilitating employee skills development, involvement in hiring decisions, resolving escalations, and making duty assignments (scheduling)
Accountable for operational effectiveness and procedure flow of the Network Command and Control Center
Manage Customer escalations
Manage vendor partners in a productive and collaborative manner.
Lead customer engagements regarding Technical Support with NetWolves customers on data and telecommunication products and managed services
Position requires flexibility in work schedule and will require on-call status
Provide accurate and timely logging of problems and resolution for problems
Complete tasks and reports on a day to day basis in a timely manner as assigned by management
This individual is responsible for learning all monitoring tools and applications, motivating technicians, observing and coaching employees, provide metrics reporting, audit trouble tickets for accuracy and completeness, manage training program, report on center metrics and perform regular ticket audits
This position will work extensively with each Technician to coach and evaluate individual performance
The Manager will represent themselves and the company professionally to both customers and Facility Providers through verbal and written communications
The Candidate must be able to follow detailed instructions and procedures
Selected candidate will possess strong critical and analytical thinking
Computer and Internet skills are required
The ability to be available for shift coverage is necessary
Knowledge, Skills, and Abilities Required:
Minimum of (10+) years’ experience working with Managed Services, Internet and data/telecommunication services.
Minimum of (15+) years of experience as Manager, or Supervisor leading an enterprise level network operations center (NOC), carrier or ISP technical support center.
Strong customer service and complaint resolution skills
Cisco certification CCNT or CCNA required
Experience with PC’s, application software support
Technical expertise in TCP/IP network protocol
Knowledge of configuring and provisioning of LAN and WAN protocols MPLS, Private Line, Broadband, Satellite Internet
Experience creating and implementing call center metrics and reporting initiatives including customer satisfaction and quality.
Able to analyze spreadsheets and formulate action plans.
Strong Microsoft Office Suite knowledge.
College Degree or equivalent business experience and/or vendor certifications
Knowledge, Skills and Abilities Preferred:A background in CPE or network troubleshooting of Broadband Cable, DIA, Ethernet or traditional telecommunications is desired.
Enterprise network configuration or support experience is preferred.
Military experience is a plus.
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals
As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations
If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact
HR@vaco.com
.Vaco also wants all applicants to know their rights that workplace discrimination is illegal
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity
You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications
You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application
In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies
California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
Virginia residents may access our state specific policies here.
Residents of all other states may access our policies here
Canadian residents may access our policies in English here and in French here.
Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
the individual’s skill sets, experience and training;
licensure and certification requirements;
office location and other geographic considerations;
other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure
The individual may also be eligible for discretionary bonuses.
