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Company is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. Company is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.
Overall Management of:
Network Operations Center/T4 Support including staff responsible for deploying and maintaining monitoring solutions for the CI and PS Business Units and additional support as appropriate.
Operations BI Team responsible for regular reporting, dashboards and analysis of Support and Operations KPIs and Metrics. May be responsible for additional operational reporting requested by the business units.
Training team that produces training curriculum and courseware used for customer and Support/Operations employee training as well as management of LMS if applicable. Training also responsible for delivering content to the proposal team for use in RFP’s.
Incident and Escalation tracking systems deployment. This currently consist of Operations/Support use of HOH, Great Plains, Applix and ITSM and driving requirements for future single shared platform
Responsible for ensuring Internal and external customer obligations are met, Customer Service/Support performance standards maintained, and uniform policies and procedures established and adhered to.
Essential Job Functions (includes but is not limited to):
Schedule assigned personnel as required
Ensure that all personnel are technically qualified to perform assigned tasks
Develop and implement employee training and performance improvement programs for all personnel.
In conjunction with other support teams, develop, document, maintain, and continually improve processes required to achieve operation of Best in Support and Operations organization
Develop department functional objectives, detailed operating plans, and financial budget which support corporate goals.
Manage department operations to optimize use of personnel, skills, equipment, and facilities.
Keep informed on general business and economic trends and developments relating to the Company’s business
Develop and maintains an effective organization through selection, training, developing and motivation of all personnel. Participate in planning, implementation, and administration of Human Resource programs and policies affecting department employees (e.g. quality improvement, safety, wage and salary analysis, and training).
Ensure the use of proper safety devices, equipment and methods, and maintenance of general housekeeping within functional areas. Correct or report hazardous conditions and practices.
Represent the Company in a credible and positive manner.
Responsible for upholding the principals of confidentiality as they relate to this position
Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.
Assertive, innovative, and results oriented.
Ability to transform the organization to meet the changing needs of the company and the marketplace
Outstanding written and oral communication skills.
Strong organization and leadership skills.
Ability to evaluate and address problematic situations taking into account long-term organizational impact upon the Customer and Company operations.
Strong ability to effectively handle personnel conflicts, internal as well as external to department and Company.
Ability to professionally develop departmental personnel.
Functional Process Development and Improvement skills.
Basic conceptual understanding of Sales, Project Management, Engineering, and Manufacturing functional processes and how they relate to overall Customer Satisfaction.
Expert skills with establishment and reporting of Customer Service key performance indicators.
Strong ability to effectively balance Customer-Centric departmental values and Company Profitability to ensure maximum results in both areas.
Strong technical understanding of Hardware, Software, and Network platforms.
Two-four year business/technical degree and minimum ten - fifteen years job related experience; or any combination of education and experience that would enable performance of the full scope of the position.
Minimum seven years’ experience supervising technical personnel and managing of technical operations is required.
Travel Requirement, Working Conditions and Physical Demands:
Travel Requirements, such as:
Occasional overnight travel as required; should not exceed 10-20% of the time
Ability to travel locally for activities such as meetings, classes, and workshops.
Must be able to travel occasional by air as needed to attend training, conferences, and related activities.
Working Conditions, such as:
General office environment. The work area is adequately lighted, heated, and ventilated.
Physical Demands, such as:
Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc.
Must be United States citizen (dual citizenship is not allowed)
Company’s commitments to the US Government under a National Security Agreement (the “Letter of Assurance”) impose the following citizenship restriction for this position: US citizenship only with no dual citizenship permitted for Secure Credentialing Programs and DMV Programs. Therefore, you must provide proof of sole US citizenship for eligibility for this position.
Company is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex,
sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.
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