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Service Desk Technical Lead

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

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Working at NTT

Integrated Operations Center Manager

Reports to: Director of IOC

Department: IOC

JOB SUMMARY:

Manage Integrated Operations Center and personnel, lead future development, enhancements and maintenance of call management/tracking systems and operating procedures.

ESSENTIAL FUNCTIONS:

Manage and supervise the daily activities of the IOC function, to include training, coaching, organizing, planning, and staffing operations. Coordinate the development and review of service level agreements with other areas at Secure-24, Inc. to continually increase customer satisfaction. Maintain liaison with all Secure-24's division operations and services to keep abreast of policy and procedural changes; develop and review procedures for IOC operating/procedure manuals. Direct system and operations support relative to the maintenance and enhancement of IOC operating systems; serve as a liaison to outside vendor of operational systems. Observe and measure organizational performance against customer requirements and recommend modifications to existing systems or development of new systems and Secure-24 support services. Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions. Perform other related duties incidental to the work described herein.
Leadership and Team Focus
  • Challenges others to develop as leaders while serving as a role model and mentor.
  • Remains on the forefront of emerging industry practices and technologies.
  • Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
  • Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
  • Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions.
  • Effectively utilizes each team member to his/her fullest potential; motivates team to work together in the most efficient manner.
  • Provides quality customer service above else; ensures an understanding between customer and Secure-24 and helps provide workable solutions.
  • Keeps track of lessons learned and shares those lessons with team members.
  • Mitigates team conflict and communication problems; provides information that insures interest and understanding.
  • Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.
  • Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24's values and culture.


QUALIFICATIONS:

  • Bachelor's degree or equivalent work experience.
  • 5+ years of technical Admin work experience
  • 2+ years of management work experience
  • Analytic ability to diagnose problems and ability to work independently to correct the difficulties.
  • Understanding including the ability to monitor, tune and troubleshoot systems.
  • Strong analytical, problem solving, and conceptual skills.
  • Strong customer focus.
  • Excellent oral and written communication skills, with the ability to communicate to various levels of management.
  • Ability to adapt to changing business processes, technologies, and environments.
  • Excellent organizational skills.
  • Strong desire and ability to quickly learn, become competent in, and apply new skills.
  • Excellent interpersonal and teamwork skills.
  • Must be proactive and able to work with minimal supervision.
  • Ability to work on cross-functional teams.
  • Ability to work in pressure situations.
  • Occasional travel for training and/or conferences.


What will make you a good fit for the role?

Join our growing global team and accelerate your career with us. Apply today.

Equal opportunity employer

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
Posted
06/21/2022
Salary Range
$29,000.00 - $41,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Location
Southfield, MI, 48076, US