Manager, Technical Services

Agility Recovery is a rapidly growing business to business company focused on business continuity and disaster recovery. We are a company with an innovative culture and a fast-paced environment, backed by the solid foundation of a 30-year history serving thousands of customers across the United States and Canada. When a customer experiences a disruption to their business (whether it is a hurricane, malware attack, or burst pipe in the building), we offer flexible solutions that cover everything from business continuity planning and alerting/messaging software, to physical workspace and data recovery. Agility is the only integrated business continuity solution that helps companies plan, train, test, alert, and recover - all in one. We spend our days working to "do good" and our services bring hope to organizations during a crisis.
Job Description :
The Manager, Technical Services provides a hands-on leadership role in developing and delivering full scale IT support, including secure voice and data connectivity, for Agility's customers. As a working manager of a direct report network & technical team, management of time and available resources that facilitate the rapid response of recovery solutions to re-establish business operations within enterprise-wide hardware and telecommunications networks will be vital to the success in this role. An advanced understanding of all facets IT hardware and software administration, including data and voice networks as they pertain to business networks will enable the effective deployment of the technology needed to restore services early.
This role requires both a hands-on approach and the ability to manage resources for diverse technology platforms with a strong focus on network technologies, satellite & LTE.
Key Responsibilities:

• Lead configuration and deployment of enterprise-wide IT solutions, includes laptops, PC's, peripherals, servers, and other data storage devices for Agility's customers
• Lead the fulfillment of all network architecture requirements to support data, voice, and other network-dependent traffic for Agility's customers
• Perform regular duties of a Senior Network Engineer and support high-profile customer exercises by providing installation, setup, and user support for the Satellite, wireless bridge, LTE wireless devices, telephone, and all custom technology before and during the exercises.
• Oversee equipment maintenance program and ensure Agility default configurations, passwords, patches, firmware, and driver updates are centrally maintained for every piece of equipment.
• Monitor and track SLAs to ensure vendors are maintaining all delivery metrics
• Assist in the management of project activities that relate to new product developments
• Act as the escalation point for technical operational issues and direct resource allocation to expedite resolution.
• Lead efforts to drive innovation within technical services team, looking for opportunities to develop new revenue streams by tapping into unmet customer needs.
• Mentor and develop members of the technical services team and drive improvements in service delivery processes to maintain consistency and quality of the Agility solution
• Take the lead on Enterprise client sales support calls where an advanced level of IT and network knowledge will be required and take every opportunity to train Sales Engineers where needed to fulfill this function.
• Effectively communicate all matters of importance, general updates, and positive and negative customer experiences appropriately, and update internal business software systems, including engineering documentation
• Work with the Operations management team to develop and maintain Standard Operating Procedures as required
• Must be able to handle multiple tasks, work well under pressure, be attentive to detail, and possess excellent problem-solving skills
• Be on call 24x7x365 and ready to lead the technical recovery actions for emergency declarations and participate in scheduled events, demonstrations, testing, and recovery efforts across the United States and Canada.
• Provide level 2 support to all technical staff, specifically adding subject matter expertise in all areas of Agility Technical services; Escalate sensitive or complex issues to appropriate senior management.
• Work with cross-functional teams to develop new service delivery products and services that augment existing ones.
• Communicate with all management levels within our client base and lead technical discussions to resolve design and implementation concerns regarding Agility's deployable technology solutions.
• Lead a geographically dispersed engineer team and coordinate team requirements from any location while performing other duties.
• Travel 15-20%

Qualifications:

• Onsite in Duluth, GA
• 5+ years of professional experience
• 3+ years of IT leadership experience
• 3+ years of direct hands-on experience with wireless networking, satellite communications, LTE devices, VOIP, virtual circuits, and Cisco routers/switches
• Experience with enterprise-class network architecture, design, and support
• Experience with multi-layer switch and MPLS network design, traffic engineering, and management
• Experience designing and supporting secure network delivery through VPNs
• Strong presentation skills with excellent verbal and written communication abilities
• Ability to demystify and translate technology alternatives and decisions at all audience skill levels
• A team leader who understands the importance of communication and teamwork to guarantee 100% success.

Why Agility Recovery?
Due to our unique position in the market, we lead in business continuity innovation, helping businesses protect their people and assets from disruptions such as workplace violence, natural disasters, and cyber-security threats. Independent analysts project that the emergency messaging space alone is a $1.4 billion market with 70% of businesses not having a chosen provider. Agility Recovery is uniquely positioned to capitalize on the growth within business continuity.
We here at Agility have been growing for the past 30 years and now we are looking for people to help us take the company to the next level. With Agility, you have the opportunity to work for a fun, fast growing, and well-capitalized organization with a startup feel. We are a company of people who want to make a difference in the world. Each one of us contributes to making sure clients come first while maintaining a strong company culture.
Plus, we offer some great perks and benefits:

• Internal growth opportunities and emphasis on personal development.
• 401(k) plan with company variable contribution.
• Unlimited PTO days + 10 observed holidays + 3 floating holidays (to use how you want).
• Competitive medical, dental, and vision benefits and company funded HSA.
• $200 annual fitness reimbursement.
• $100 monthly commute stipend.
• Flexible spending account.
• Employee assistance program.
• Life Insurance.

Compensation
$100,000 - $115,000