Tac Ops Supervisor

Job description

The TacOps Supervisor is responsible for overseeing and managing a group of Tier II Engineers and ensuring that network, Data, Video, Voice and application environment run at peak performance by detecting and acting on all exceptions and anomalies. This role works with technicians in the field provisioning new services for our customers, monitors and troubleshoots the entire network environment and creates incident tickets for exceptions. Duties / Responsibilities: - Lead and manage a team of Tier II Engineers to ensure successful processes for schedule adherence, call queues, timeliness of issue resolution, and quality and training needs. - Provide coaching and mentoring to team to create and foster engagement, as well as a high- performance culture. - Oversee the accurate review and completion of escalated work items and working with other departments to ensure timely resolution. - Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer experience. - Work closely with our partners and internal areas to identify and resolve issues in order to provide clients and advisors with exceptional service. - Act as management escalation point...