IT Service Desk Support Lead / Telecom / Alpharetta, GA
Alpharetta s, Georgia
Full Time
$150k - $160k
This company is a leading provider of solutions in the telecommunications industry. They create an IOT platform used to manage connectivity for cellular devices and just partnered with one of the largest Telecom companies in the United States. Due to this, they are looking for a seasoned Operations Support Lead who can join them full-time in their Alpharetta office 3 days per week.
This role will be client-facing and be responsible for handling all global customer support in addition to T2 software support for the client directly for the platform. They are looking for someone ideally with a leadership background who can help manage the resolution of support tickets, 24/7 customer support calls, Tier 1-2 support, collaborate with stakeholders and ensure exceptional service delivery.
You will also get the chance to hire a team around you in the next few months, so this is an exciting time to join the company as they are growing! Apply now while you still can.
Required Skills & Experience
- 5+ years of experience in operations management
- Prior telecommunications or IOT industry experience
- 24/7 support call center maintenance
- Experience with customer support both onshore and offshore
- Ability to handle customer-facing Tier 1-2 support tickets
- Ensure SLAs are adhered to for client satisfaction
- Proficient in ticketing systems such as ServiceNow or ZenDesk
- Excellent communication skills
- Azure Monitor/ Insight experience to monitor call metrics
- ITIL or PMP certified
- Intune or EntraID device management expertise
Daily Responsibilities
- 100% Operations/ Support
The Offer
- Bonus OR Commission eligible
- Paid Time Off
- Sick days
- 401(k) and company matching
- Flexible hours with hybrid schedule
- Life, Medical, Dental Insurance
- Bonus offered
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.