Uniti Fiber Holdings Inc. ( Uniti ) is searching for a Managed Services Manager. The Manager of IT Operations is responsible for ensuring that the Managed Service team is delivering on Uniti’s commitment to quality. The manager is expected to ensure that requests for service and repair are handled in a timely manner.
Essential Duties & Responsibilities:
Manage all aspects of the Managed Services
Manage all aspects of Managed Services
Insure adequate coverage to monitor production systems and resolve issues on a timely basis
Monitor trouble ticket queue and ensure all issues are being handled within appropriate time-frame
Responsible for the management, coaching and development of Managed service and field personnel
Lead, define, and direct the troubleshooting and communication processes to meet Service Level Agreements for monitoring, recovery, escalating, and reporting on high volume applications services
Act as the escalation manager throughout the process of restoring service during service outages
Ensure timely resolution to incident tickets
Review monitoring and alerting systems, tools and escalation procedures
Responsible for generating and presenting metrics, reports and overall systems information
Handle administrative responsibilities such as scheduling, times sheets, resource management and personnel reviews
In depth technical knowledge and understanding of VoIP telephony
Experienced at network and system troubleshooting, monitoring tools, alarm conditions, and escalation processes and procedures
Troubleshoot production level issues with members of the Managed Service
Qualifications:
Associates seeking to join Uniti are motivated individuals with exceptional organizational skills, an ability to multitask, attention to detail, and effective communication skills – both written and verbal. The position requires an individual with strong interpersonal skills and ample self-initiative who thrives in a fast paced, collaborative environment. Uniti is open to candidates with diverse backgrounds and the ideal candidate will have:
Education and/or Experience:
Bachelors in a technology related field preferred.
Experience managing a technical team and the ability to be a working manager required.
Experience working with Network products, including a thorough understanding of Switching and Wireless are required. Working knowledge of IP routing, LAN switching, Domain Name Services and DHCP are preferred. Experience with legacy Telephone switching systems is desirable.
Basic administrative understanding of Windows and Linus server operating systems.
Strong communications skills are a must, and the ability to solve problems in a fast-paced environment is required.
Microsoft or Cisco certs preferred.
Physical Demands:
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting, standing, and walking.
Overhead lifting of over 20 pounds.
Bending, stooping, climbing ladders and crawling.
Keyboarding/typing.
Long hours involving overtime and weekends as necessary.
Ability to read effectively from a computer screen, sampling device and/or a paper copy.
Uniti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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