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What you’ll be doing...
The principle responsibility of the VTC Manager is to lead and oversee 10 tier 2 VTC operators. As a trusted advisor, create and maintain effective customer relationships so as to insure customer satisfaction. You will work with the VTC Engineer SME to recommend enhancements and propose/test automation to decrease costs and improve customer service.
Managing the VTC team and internal resource obligations to ensure service levels and objectives are met.
Creating and implementing operations improvements to meet established objectives across multiple facilities.
Developing processes for leveraging and using resources to meet customer needs.
Developing and maintaining communications with management and staff to ensure that service is delivered on time and within budget or contractual obligations.
Investigating and resolving matters of significance as appropriate.
Ensuring appropriate planning of the impact of service level agreements and other issues.
Preparing and providing program management reports and briefings, manage deliverable schedules and support process improvement.
Maintaining/tracking project status (Integrated Master Schedule, documentation status, etc.); assign/track status of key actions/tasks; keep leadership informed on status.
Currently possessing an active Secret Clearance.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
One or more industry certifications or advanced level certifications Qualified to work as a team lead.
Experience in planning and deployment of relevant tools or equipment.
Experience with technology migrations and upgrades.
Even better if you have:
BA or BS degree or equivalent.
Five or more years of experience in the field, in positions of increasing complexity and/ or responsibility across a range of products.
Ability to identify and communication of key performance indicators.
Experience dealing with support and vendors.
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.