Manager I, Realtime Support and Analytics
US-VA-Christiansburg
Attract-careers1
Req #: 92872
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. This role will be empowered to manage an IT technical support team responsible for real time support of internal Boost Retail Wireless CXO agents. This position will require strong leadership, technical expertise, and the ability to motivate and develop a high-performing team. The ideal candidate will possess in-depth knowledge of wireless technologies, troubleshooting techniques, and experience with managing and coaching technical support teams. Key Responsibilities: * Lead, mentor, and manage a team of Level 2 Advanced Technical Support Specialists, including performance reviews and development * Monitor team performance, identify trends, and implement corrective actions to meet SLOs and quality standards * Handle escalated customer issues and support team members with complex technical problems * Develop and deliver training programs to enhance technical skills and knowledge * Use data analysis tools (SQL, APIs) to assess performance, identify improvements, and drive data-informed decisions * Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies Qualifications: Education and Experience: * Bachelor's degree in Information Technology, Business Administration, or a related field preferred * 5+ years of experience in a technical support role, preferably in the wireless industry * 3+ years of experience in a supervisory or management role Skills and Qualifications: * Domain expertise in wireless systems, networks, and devices with strong analytical and problem-solving skills * Experience running SQL queries, with Snowflake experience preferred * Proficiency with API tools like Postman and executing pre-defined scripts to resolve customer issues * Strong written and verbal communication skills, with the ability to explain technical issues in customer-facing terms * Proven leadership, mentoring, and coaching abilities to support team growth * Ability to work independently and collaboratively within larger teams * Be available to work on shifts and flexible hours (as per defined schedules) up to a maximum of 40 hours per week Visa sponsorship not available for this role
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