Careers
Launch your Sales Career with Cbeyond
Join the Cbeyond family and be a part of the world's first 100% Voice over Internet Protocol (VoIP) managed services provider, an industry leader in customer retention and one of the strongest, fastest-growing broadband providers in the nation.
We are:
- An enthusiastic group of people committed to Cbeyond's vision to be the last communications company a small business will ever need
- Talented, smart and engaged employees
- Dedicated to our small business customers
- Fiscally responsible
- Focused on customer service and delivering results
The Character of Cbeyond is to Care Relentlessly, Act Graciously, Lead Courageously and Learn Continuously. It's a simple promise we make to each other, our customers and our communities. Together, we create a supportive and dynamic environment that is poised for continued success.
Grow along with us and build a rewarding career with Cbeyond.
Director of IT Support & Help Desk Operations
Post Date
8/19/2009
City
Atlanta
Job Description
Responsibilities:
o Manage IT Support organization to provide timely support and resolution of internal customer issues. Focus on using analytical approach to address drivers of tickets, time to resolve tickets, and skill level required to resolve tickets. Publish weekly and monthly reports to ensure broad awareness of performance, areas of focus, and where the team needs help to meet agreed upon service levels. Support includes application support for OSS, BSS, and reporting.
o Implement best in class process, procedures, metrics, reporting and continuous process improvement methodologies for Help Desk Operations.
o Develop appropriate dashboards and metrics necessary to communicate historic and real-time status of each OSS application.
o Lead efforts to define and implemented tiered support across the IT organization (Tier 1, Tier 2, Tier 3) along staffing/sourcing recommendations, vendor selection and negotiations and implementation.
o Develop strong relationships with Senior Leadership within Branch offices, Call Center, IT, Operations, and Sale Operations.
o Manage the IT change management process as it applies to production systems.
o Partner with IT Tools/Instrumentation organization to provide appropriate levels of monitoring and management of production systems. Includes integration with Network Management Systems and tools to provide efficiency to the IT Support organization.
o Function as main point of contact during any production application issues including ensuring timely communication to users, timely communication and engagement of internal and external development resources to resolve problems. Drive creation of "run books" as appropriate to allow the OSS Operations group to be as self sufficient as possible.
o Manage a 3rd party to provide 24x7 Tier I support of OSS applications and environments.
o Manage 15-30 FTEs including 2-3 managers
Requirements
o Experience in enterprise systems architecture and software engineering best practices including deep experience with quality assurance
o Ten plus years of technical management
o Solid understanding of e-commerce technologies (e.g., J2EE, ASP, EAI, XML) and key package applications (e.g., Siebel, RevChain, BEA WebLogic)
o Experience running support organizations (help desk) including building a multi-tiered support organization
o Deep Oracle database and SQL experience
o Demonstrated project management and vendor management expertise
o Excellent verbal and written communication skills
o Strong analytical and problem solving skills
o Self starter who can work effectively independently as well as in cross functional team environments
Desired
o Telecommunications industry knowledge and experience
o Graduate technical degree or MBA degree
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