Director, Connect Client Support

Company Overview

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet's people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation's largest retail, financial, healthcare, utilities, and energy organizations. SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Toronto and Washington, D.C.

Job Purpose

The Director of Connect Client Support oversees the resolution of technical issues for users of company products, including current and prospective clients. Designs, develops, and implements processes, systems, and technology to enhance the technical support function. Manages and nurtures support teams, including hiring, professional development, and proactive project work.

Duties and Responsibilities

• Serves as a proactive liaison and support engineer to supervise Tier 1-3 support resolution and fix any escalated trouble tickets.
• Consults occasionally with users to understand and clarify their expectations of the products and communicate resolution steps and timelines.
• Creates and maintains a knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs, and documentation improvement suggestions.
• Documents all user interaction, manages trends, and reports on staff utilization.
• Identifies and analyzes technical trends and provides appropriate feedback to Product Management and Engineering.
• Identifies potential sales leads through customer usage scenarios to Product Management and Sales.
• Coordinates support issues for account management with sales team.
• Provides regular reports for management that measure the effectiveness of the technical support function.
• Directs, supports, and motivates the support teams to provide the highest quality service.
• Manages workflow, staffing, and schedules to meet operational goals, as agreed upon with management and in accordance to the budget.
• Provide leadership to the CTS team including department Supervisors, and 80+ multi-tier support associates
• Drive the attainment of key performance indicators including call and ticketing service levels, quality, efficiency, reliability, and attrition objectives
• Attract and retain highly effective supervisory staff through mentoring, coaching, development, appraisal, and motivation techniques
• Oversee performance evaluations and a performance management program with a strong emphasis on developmental education and career pathing
• Ensure effective, impactful, and continual delivery of training to all team members
• Foster a culture of teamwork, accountability, continuous improvement, and enjoyment of work
• Determining technical support center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses, as well as defining production, productivity, quality, and customer-service standards.
• Maintaining and improving ongoing technical support center operations by monitoring system performance; identifying problems; preparing and completing action plans to resolve problems; completing audits and analyses; managing improvement and quality assurance programs.
• Meeting center financial objectives by estimating requirements; managing costs; scheduling expenditures; analyzing variances; initiating corrective actions.
• Preparing center performance reports by collecting, analyzing, and summarizing KPI data.
• Forecasting and accurately scheduling headcount requirements to meet service level objectives.
• Ensuring critical system issues are addressed in a timely manner by coordinating effectively
• Developing support level standards for response times and issue resolution and ensuring these are achieved or exceeded.
• Managing, delegating where appropriate, and prioritizing all support cases, reducing aging issues on open tickets.
• Reviewing telephone activity reports to develop objectives related to increasing the skill level of Technical Support professionals and improving the productivity of the department and service to our customers.
• Accept and perform additional job duties, assignments or projects as directed by your immediate supervisor or management for the betterment of the Company

Qualifications

• 3-5 years of experience in a technical support position
• 5-7 years of experience in a call center/NOC management role
• Demonstrated ability to work in a highly collaborative environment and give direction to promptly resolve challenges on a large scale
• Strong customer experience, service, delivery and business acumen with proven track record of developing staff and maintaining a high standard of employee relations
• Demonstrated ability to identify, coach, and measure critical core competencies and essential performance metrics for CTS Supervisors
• Strong aptitude in organizational skills including project and time management
• Proven track record of building strong relationships with teams and peers
• Industry experience in Telecommunications is a plus
• Proficient with analytical and presentation tools
• Strong interpersonal skills
• Bachelor's degree or equivalent work experience
• Knowledge of ITIL principles, certification is preferred
• Experience with development of CRM/ERP tools, Salesforce and ServiceNow is preferred

Working Conditions

• Work productively in a corporate office space, remotely, or while travelling to customer sites
• Business casual in office, and business professional in front of customers
• Requires some nights, weekends, and overnight travel
• Productively work in a hybrid work environment which consists of 3 mandatory "all-in" days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.

Physical Requirements

• Able to sit for long periods of time without issues
• Able to stand for long periods of time while giving presentations
• Extensive use of hands and fingers for typing, handling baggage, and paperwork
• Extensive use of eyes for reviewing contracts and data on a computer screen

Classifications*: Salaried/Exempt

Position Type: Full-Time

Travel Requirements: Up to 25% domestic travel by airplane

Direct Reports: 50+ Tier 1, Tier 2, and Tier 3 NOC Associates; 3 Team Leads; 5 NOC Supervisors

Attention All Third-Party Agencies, Headhunters, and Recruiters

SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact [email protected] for any questions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)