NETWORK SUPPORT MANAGER - CHARLOTTE (HYBRID) - Compass Group, North America

Compass Digital







Who We Are


We are Compass Digital—the digital and technology arm of Compass Group North America. We build and scale digital products and technologies to exceed the expectations of our guests and clients. Backed by research, we create remarkable user experiences with increased choice and convenience. We offer end-to-end solutions, simultaneously boosting sales and guest satisfaction.


Compass Digital was developed from within Compass Group, focusing on driving transformation and innovation in the hospitality spaces across Business & Industry, Education, and Healthcare. We power digital in the hospitality experience, ensuring that each touchpoint is optimized for guest satisfaction while leveraging data to achieve additional outcomes.


We ?rmly believe in the power of imagination, constantly asking ourselves, “What If?” We are fully integrated into Compass Group, proudly serving its’ various clients through scalable, cutting-edge technologies and solutions.


Compass Group is the leading foodservice management and support services company, with $26 billion in revenue in 2023. In 2023, Compass Group was named one of Forbes’ America’s Best Large Employers along Springbuk’s Healthiest 100 Workplaces in America (since 2019).




Job Summary:



This position is part of the Digital Care team within Compass Digital.





The candidate will be responsible for supporting every aspect of network systems and subsystems. The Network Manager must have a deep understanding of network infrastructure, including components such as switches, routers, and any additional network devices that may be added to the environment. Experience with strategic planning based on company objectives.





Using an in-depth understanding of incident management and key service desk metrics, this candidate will be tasked with advancing our value proposition and customer satisfaction ratings. Identify, monitor, and track trends while incorporating Problem Management methodology in an effort to eliminate incidents. Additionally, the role will manage inventory, shipping, and billing aspects for the services provided by the team. A can-do, problem-solving attitude with the innate ability to motivate team members to achieve specific goals is also essential to this role. Finally, the ideal candidate will utilize strong leadership and communication skills to foster collaborative working relationships throughout the organization.





Key Competencies:




+ Technical - The candidate must have a working knowledge of networking concepts (ie routing, switching and firewalls). They must have operational experience leading/managing a high functioning service desk, with knowledge of key help desk data points and reporting.


+ Critical Thinking - Candidates must demonstrate the ability to learn quickly, be able to solve problems independently, and make well thought-out recommendations and decisions.


+ Security and Standards - Must place the utmost importance on cybersecurity and the mitigation of threats and risks. Is a proponent and champion of a monitored environment, with the ability to develop processes and industry standards, facilitating measurable improvements. Ideal candidate will understand the value proposition of our services and work proactively to continue to drive value into our business.


+ Culture Champion and Team Builder - Must promote a collaborative, adventurous, passionate, and can-do environment within and across teams throughout the organization


+ Communications Skills - Must be effective with oral and written communication and be able to present technical concepts and issues in an informative way to non-technical staff. Must be prepared to produce and present documentation and reports to senior leadership.


+ Project Management - Must be organized, self-sufficient and can manage multiple initiatives simultaneously. Must have the ability to co-ordinate with other teams to ensure that project workflow is effectively communicated.


+ Leadership and Team Management - Taking lead in managing the help desk team through - setting goals and evaluating performance against them, building capabilities and bench strength, coaching and providing feedback, driving change and innovative ideas.






Responsibilities:




+ This role will manage all aspects of personnel management of team members, including - onboarding, training, coaching and professional development guidance, task assignment and prioritization of workload, and performance reviews,


+ Organize and drive support initiatives, while establishing best practices for the network support team. Also act as an escalation point, collaborating with internal, vendor, and client support teams to resolve issues and present a unified support experience.


+ Manage inventory levels for all equipment, provide oversight and direction for order fulfillment and return processes, and administer support fee and hardware billing.


+ Act as an approver in the change management process, and lead the implementation of business critical changes, upgrades, and updates.


+ Assist with documenting all policies and procedures related to Key IT Controls and review on yearly basis. Additionally, assist in the monthly and quarterly reporting of Key IT Controls metrics and evidence.


+ Drive continuous improvement by regularly reviewing reports on service desk KPIs and measuring them against defined goals and SLAs. Make necessary changes to drive key help desk metrics toward defined goals. Communicate metrics and action plans to meet goals to both the helpdesk team and senior leadership


+ Active participation in life cycle management ensuring that all owned infrastructure is kept secure using approved software updates, including active monitoring for new patches, releases and hotfixes. Work with vendors as required in testing of all proposed software updates.


+ Assist with managing an On-Call rotation and be available for after-hours support as needed.


+ Collaborate with the cybersecurity team to highlight and investigate incidents,


+ Assist with managing monthly billing and charges, as well as annual forecasting and budgeting.




Requirements:



+ 1-3 years of related support services experience with at least 1 year in a supervisory role


+ Hands on experience with help desk (incident management) software


+ Solid technical background with an ability to give instructions to a non-technical audience


+ Customer-service oriented with a problem-solving attitude


+ Excellent written and verbal communications skills


+ Bachelor’s degree in Computer Science, Information Technology or relevant field or relevant experience.






Recommended Certifications:



+ CCNA


+ Meraki Certification









Apply to Compass Group today!


Click here to Learn More about the Compass Story (http://www.compass-usa.com/our-story/)





Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.


Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.


Compass Digital maintains a drug-free workplace.


Applications are accepted on an ongoing basis.


Associates at Corporate are offered many fantastic benefits.



+ Medical


+ Dental


+ Vision


+ Life Insurance/ AD


+ Disability Insurance


+ Retirement Plan


+ Paid Time Off


+ Holiday Time Off (varies by site/state)


+ Associate Shopping Program


+ Health and Wellness Programs


+ Discount Marketplace


+ Identity Theft Protection


+ Pet Insurance


+ Commuter Benefits


+ Employee Assistance Program


+ Flexible Spending Accounts (FSAs)



Req ID: 1334148


Compass Digital


Michelle Lombardozzi