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Form of workBethesda Brings out the Best in Talented, Caring People!
SummarySupervise IT services team to support and maintain IT related operations to ensure proper and timely problem resolution. Designs, develops, and documents IT support policies and procedures for servicing support requests. Develops daily, weekly, and monthly reports on the productivity of IT support staff. Meet regularly with team members to develop professional skills and review performance. Work with the team to develop problem management and service improvement plans. Communicate department goals and procedures to team members. Work with executive team members, decision makers, and stakeholders to define service levels and create strategies for meeting defined service level goals. Track and monitor ticket resolution rates and status for all active IT support related requests in order to decrease resolution time and increase customer satisfaction. Act as primary escalation point for any service issues or customer inquiries. May be assigned other duties as appropriate.
Job Qualifications
- Bachelor's degree in computer science, management of information technology, management of information systems or other similar technology focused bachelor's degree or directly related experience
- Driver's license required
- Cisco CCNA certification or equivalent experience required
- Minimum of five years in a complex network troubleshooting position, preferably within telecommunications, IT, or ISP environments
- Management experience preferred
- Hands-on routing and switching experience with high-capacity Cisco routers and switches required
- Working knowledge/understanding of one or more carrier services such as carrier Ethernet, wireless backhaul, VolP, hosted PBX, SUP trunking, DSL, VPNs, and internet services required
- Must be confident with data networking concepts such as Ethernet, VLANs, MPLS, ATM, TCP/IP, DNS, Radius, QoS, COS, SNMP, redundancy strategies, BGP, and IS-IS
- Transport concepts including DWDM, EPS, TDM, and fiber/copper cabling is a plus
- Knowledge of UNIX/Linux, scripting tools, web development, database design, including Linux, Perl, Expect is desired
- Independent thinking/problem solving, skills and proven ability to prioritize and execute multiple tasks in a high pressure environment with minimal supervision required
- Must able to quickly identify appropriate internal and/or external support resources to resolve network issues
- Must be comfortable working with equipment vendors
- Strong understanding of troubleshooting, root cause analysis, and network surveillance systems
- Must be able to initiate, coordinate, and manage projects from conception to completion
- Must support and conform to change management processes
- Must have and display excellent verbal and written communication skills
- Working knowledge of MS Word, Excel, PowerPoint, Outlook, Visio, MS Access
- Exceptional customer service
- Must be able to work evenings and weekends periodically
- Proven project management skills
- Must be able to lift computer equipment and transport to appropriate location
- Must be able to type for documentation
- Must be able to drive in any type of weather
