Job Description
Job DescriptionDescription:
Department: ITS
Reports to: Director - Infrastructure
Location: Corporate Office - Plano
Company Description:
Edge is a leading provider of integrated, managed voice, data technology systems, and services for business.
Position Description:
Responsible for the operation and performance of 24/7/365 IT Support organization. The position focuses on service level agreement (SLA) management, strategic customer interactions, and ensuring consistent service delivery across all supported clients.
Primary Responsibilities:
- Manage and direct 4-5 supervisors and 40-50 support staff.
- Monitor and ensure compliance with service level agreements (SLAs) across all customer accounts.
- Serve as primary point of contact for escalated customer issues.
- Oversee the recruitment and training of new staff.
- Prepare and deliver comprehensive weekly operational reports to senior leadership.
- Manage resource allocation and capacity planning across supervised teams.
Other Responsibilities:
- Conduct regular customer-facing meetings to review performance, discuss initiatives, and maintain relationships.
- Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
- Set performance goals and objectives for direct reports and their teams.
- Conduct regular performance evaluations and provide constructive feedback.
- Foster a positive team culture that promotes excellence and accountability.
- Mentor supervisors in customer relationship management and operational best practices.
Requirements:
Required Skills & Experience:
- Strong technical foundation with understanding of IT infrastructure, systems, and support operations
- 6-8 years extensive experience in:
- IT Service level agreement (SLA) management and reporting
- Customer relationship management and account oversight
- Multi-team supervision and operational management
- Crisis management and escalation handling
- Exceptional communication and interpersonal skills with ability to interact effectively at all organizational levels.
- Proven ability to thrive in high-stress, fast-paced environments while maintaining composure and decision-making clarity.
Benefits:
As a full-time employee, you’ll receive a competitive salary along with a comprehensive benefits package. This includes medical, dental, and vision coverage, 401(k)-retirement plan, paid time off (PTO), short term/long term disability, life insurance, and opportunities for professional growth. We’re committed to fostering a collaborative and supportive work environment where you’re encouraged to contribute and grow with the company.