Manager, Customer Experience Engineering

C Spire - Knoxville, TN

Full-time - Mid Level

Knoxville, TN

Telecommunications

About the position

The Manager, Customer Experience Engineering will oversee a team of Support Specialists and Engineers, providing technical leadership to ensure efficient and timely technical support for end users. This role is crucial in developing processes and procedures for Customer Engineering operations, focusing on the identification, prioritization, and resolution of end user help requests. The manager will work to enhance service delivery and ensure that the Customer Experience Operations Team (CXO) provides exceptional service, particularly in areas such as Windows Desktop and Server OS, Office 365, Azure, and Advanced Networking.

Responsibilities

• Directly manage a team of Support Specialists and Engineers.
• Provide technical leadership and ensure efficient technical support for end users.
• Develop processes and procedures for Customer Engineering operations.
• Analyze performance of customer support activities and identify areas for improvement.
• Participate in Change Advisory Board meetings and CXO Management Meetings.
• Ensure day-to-day operations of the Advance Support Specialist and Engineering Team.
• Facilitate Customer Escalation Requests and prioritize workloads.
• Complete weekly/monthly reporting and communicate ongoing operations with management.
• Lead daily/weekly technical meetings and provide guidance to junior staff.

Requirements

• At least two years of proven management, leadership, or coaching experience.
• At least eight years of proven technical experience relevant to Technical Customer Support.
• Experience in the development and continuous improvement of processes and procedures.
• Experience developing teams and collaborative environments.
• Proven experience with Windows 10, Windows 11, MacOS, Windows Server, Active Directory, Office 365, Microsoft Office Suite, Azure, Citrix XenApp, Citrix XenDesktop, and VMware.

Nice-to-haves

• Industry recognized certifications relevant to ITIL, Six Sigma, COBIT, or other IT Frameworks.
• Industry standard Service Desk certifications/memberships (e.g., HDI).
• A+, Network+ Certifications.
• MCP, MCITP, MCSA Certifications.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling