Area Network Manager
5 days ago
We have an exciting opportunity for an Area Network Manager to join our well-established client.
The company is an Education Managed Service Provider, and we are searching for a talented Area Network Manager to join their team.
**Area Network Manager - logistics**:
This role is split between remote working and traveling to customer’s sites in Surrey, Berkshire, and parts of London. My client has many Education customers in these areas and the Area Network Manager will be required on-site at times.
**Area Network Manager - job purpose**:
To be the primary manager and escalation point for service delivery for education customer sites, working closely with all service engineers and account managers to meet customer requirements efficiently and strive to resolve customer issues by deliveringthe right solutions first time, on time, every time.
Problem ownership with clear, concise customer communication whilst managing expectations by that in person, over the phone or via remote connectivity.
To manage the education site leads ensuring support tickets are responded to within agreed customer SLA’s and teams are mentored and developed.
**Area Network Manager - main responsibilities**:
- Primary escalation point for education site leads
- Primary technical support advisory to the service manager on all service-related incidents and problems
- Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first-time fix
- Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels
- Incident and problem management - taking over from 1st or 2nd line engineers where escalation is required
- Developing teams on-site and helping support them
- Dealing with strategic level views of multiple sites
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