CENTEGIX is seeking a Manager for our Service Delivery team to lead the team providing initial technical support to customers and contribute to the success of the customer onboarding experience.
Requirements
- 3-5 years Management experience in technical support roles, preferably in the software or technology industry.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in technical operations, system administration, or technical support leadership roles, preferably in the software or technology industry.
- Expertise in metrics-driven performance management.
- Extensive knowledge of network protocols, including TCP/IP, DHCP, DNS, subnetting and routing/switching
- Strong command of Linux-based commands and experience with Linux command line.
- Knowledge of RF wireless technologies including Zigbee and LoRaWAN protocols
- Proficiency in troubleshooting hardware and cabling issues.
- Proficiency in troubleshooting software issues in Windows and macOS.
- In depth knowledge of hardware provisioning, QA testing and certification practices.
- Familiarity with Google's G Suite.
- Excellent interpersonal and communication skills, with the ability to communicate technical concepts effectively to non-technical individuals.
- Strong customer service orientation and a passion for delivering exceptional support experiences.
- Ability to remain calm and composed under pressure, with a focus on problem-solving and conflict resolution.
- Strong analytical skills with the ability to analyze complex issues, identify root causes, and propose effective solutions.
- Detail-oriented mindset with the ability to prioritize tasks and manage multiple competing priorities.
- Partnering with leadership from cross-functional teams (Project Management, Field Services, Warehouse, etc) to create or evolve processes and procedures to ensure optimal and efficient outcomes.
- Maintaining awareness of department deliverables and finding solutions to issues before they impact critical timelines.
- Ability to effectively coach, mentor and develop Service Delivery Technicians and Engineers to grow into advanced technical roles.
- Assisting or training direct reports to ensure all products and services are delivered to customers by project completion.
- Ability to collaborate effectively with cross-functional teams and contribute to a positive team culture.
Benefits
- Remote first work environment
- Participation in company wide discretionary bonus
- Fifteen days of PTO plus twelve company holidays
- Three days of paid Sick Leave and one floating holiday
- Monthly device(s) reimbursement
- Up to $2500/year reimbursement for eligible education expenses
- We offer a range of Healthcare plans to meet your needs (medical, dental, vision)
- 401(k) Plan with 4% employer contribution to help you plan for the future
- Employee Referral Bonus
- Charitable Program Match
