What you’ll be doing...

As the Integrated NOC/Service Desk Manager, you will be responsible for supporting global network and security solutions of large enterprise customers within the European Customer Solutions and Repair (ECSR) department. Team management, coaching, mentoring and development as well as adherence to policies, procedures, common practices and work instructions are key responsibilities to drive customer satisfaction through high-quality individual engineer and team performance.

  • Maintain & Protect Quality of Service to Customers– Ensuring that top priority is always given to maintaining and protecting high quality operational service to customers.
  • Technical Ability- Demonstrating a clear overview of Managed Services supported products and underlying technologies.
  • Customer Focus- Demonstrating the ability to be customer focused and through high quality communication, exceeding customer’s expectations.
  • Productivity– Emphasizing and enforcing process, professionalism and quality throughout the staff, whilst increasing the department’s productivity.
  • Reporting– Implementing qualitative and quantitative KPI measures within the department and ensuring these are met or exceeded.
  • Cross-departmental Teamwork– Encouraging inter-working with other departments.
  • Personnel Management– Responsibility for a team of Repair engineers, including coaching, contributing to individual objectives and appraising team performance, regular 1-2-1’s and ensuring adequate staff coverage.
  • Training/Coaching– providing training, coaching, mentoring and develop the team to improve their personal and team performance.
  • Flexibility– Recognizing and accepting that the introduction of new products, technologies, procedures and systems is necessary to the continued development of the company. A flexible attitude towards an evolving environment is essential.
  • Customer Solution Awareness– Ensuring that all customer documentation is always up-to-date and adding value to day-to-day operations of the shift engineers. Being aware of the main solution aspects and processes for key customers.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Fluency in English.

Even better if you have;

  • A degree with a technical / IT focus.
  • Several years of experience managing a technical team in a customer service environment.
  • Excellent customer service skills - with a solution orientated focus.
  • Knowledge of Customer Experience at a senior level.
  • Understanding of the technical Infrastructure of IT and Telco systems.
  • Coaching, training and development experience.
  • ITIL Intermediate certification.
  • Experience with another Telco Provider.
  • Ability to thrive in a dynamic environment.
  • Ability to ‘think out of the box’, develop and implement new processes.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.