Job Title: Internet Service Providers (ISP) Technicians - Manager
Job Summary
The ISP Technician Manager is a pivotal role within the organization, responsible for overseeing the operations of the ISP technical team. This position requires a strategic leader who can ensure the efficient installation, troubleshooting, and maintenance of all network services. The Manager will be tasked with strategic planning, resource management, and budget control, while also ensuring that customer service standards are met and that the technical team operates at peak efficiency. The ideal candidate will possess a blend of technical expertise and leadership skills, enabling them to foster a high-performing team that meets the evolving demands of the ISP sector.
Key Responsibilities
- Strategic Leadership:
- Lead the ISP technical team, setting strategic goals, objectives, and performance targets.
- Develop long-term strategies for network expansion, upgrades, and performance improvement.
- Collaborate with senior management to align team operations with the company’s broader business goals.
- Team and Resource Management:
- Manage the staffing, scheduling, and workflow of the technical team to ensure efficient and timely service delivery.
- Allocate resources effectively for both routine and emergency maintenance, installations, and troubleshooting.
- Monitor the performance of individual team members and provide coaching and mentorship to ensure continued growth and development.
- Operational Oversight:
- Oversee daily operations, ensuring that the team follows established processes and procedures for installations, maintenance, and troubleshooting.
- Ensure that all service requests, installations, and maintenance tasks are completed in a timely manner and meet quality standards.
- Implement process improvements to increase operational efficiency and customer satisfaction.
- Budget and Financial Management:
- Develop and manage the budget for the technical team, including tools, equipment, and operational costs.
- Ensure cost-effective operations while maintaining high-quality service standards.
- Monitor expenditures and ensure that resources are allocated appropriately to meet operational needs.
- Customer and Vendor Relations:
- Establish and maintain strong relationships with customers, vendors, and other stakeholders.
- Handle escalated customer complaints, ensuring quick and effective resolution.
- Negotiate contracts with vendors and suppliers, ensuring competitive pricing and service level agreements (SLAs) are met.
- Documentation and Reporting:
- Oversee the creation and maintenance of technical documentation, including installation procedures, maintenance records, and troubleshooting guides.
- Review and analyze performance data, producing reports for senior management on team productivity, network performance, and customer satisfaction.
- Implement and ensure adherence to company policies regarding documentation and data management.
- Compliance and Quality Assurance:
- Ensure that all technical activities comply with industry regulations and company policies.
- Maintain high levels of service quality through regular audits, feedback, and continuous improvement initiatives.
Key Focus Areas
- Leadership and Team Management: Effectively managing a team of technicians to achieve high performance and development.
- Strategic Network Planning: Overseeing network expansions, upgrades, and troubleshooting efforts.
- Budget and Resource Management: Effectively managing the financial and physical resources of the technical team.
- Customer Satisfaction: Ensuring excellent customer service through timely issue resolution and maintaining strong relationships.
Skills and Knowledge Required
- Technical Expertise: Deep understanding of ISP infrastructure, including broadband, fiber optics, routers, switches, and network protocols.
- Leadership Skills: Ability to manage and motivate a technical team, fostering a productive and collaborative work environment.
- Project Management: Strong project management skills, including the ability to oversee multiple projects and tasks simultaneously.
- Analytical and Problem-Solving Skills: Ability to analyze data, identify trends, and implement solutions to improve network performance and team efficiency.
- Customer-Focused: Strong ability to handle escalated customer issues and provide excellent service.
Educational Qualifications
- Required: High school diploma or equivalent.
- Preferred: Bachelor’s degree in Telecommunications, Networking, Business Administration, or related field.
- Certifications: Relevant certifications such as CCNP, Project Management Professional (PMP), or ITIL certifications.
Experience
- Required: 8-10 years of experience in ISP technical services, with at least 3-5 years in a leadership or management role.
- Preferred: Experience managing large technical teams in a fast-paced, service-oriented environment.
Tools and Equipment
- Network Management Tools: SolarWinds, Wireshark, network analyzers.
- Project Management Tools: Asana, Trello, Microsoft Project.
- Customer Service Tools: CRM systems (e.g., Salesforce, ServiceNow), helpdesk software.
- Financial Management Tools: Budgeting and financial reporting tools.
Other Requirements
- Leadership: Proven leadership abilities with a track record of team development and achieving performance targets.
- Problem-Solving: Ability to resolve complex technical and customer service issues.
- Adaptability: Ability to adapt to changing technologies and business priorities.
- Travel: Availability for travel to customer sites, vendor meetings, or other locations as required.
- Working Hours: Flexibility to work evenings, weekends, or holidays as needed.