What you’ll be doing...

You will be working as a Team Leader in our Customer Service Desk team supporting complex network services and bespoke solutions for dedicated customers. Joining the team you will face an interesting mix of tasks focusing on customer satisfaction, meeting key performance indicators, team development and team management. Leading the 24x7 and/or day shift team, being supported by another Team Leader, you will run a team of highly skilled service desk agents representing Service Operations to external and internal customers and stakeholders.

  • Effectively handling Incident Management, Situational Management, and Unplanned Events with your team.
  • Communicating technical information and status updates to management teams and other relevant internal and/or external stakeholders.
  • Leading, motivating, and developing a high performing team while driving change to meet strategic business goals.
  • Sharing best practices and mentoring to enhance performance and skill level of the team.
  • Managing team resources efficiently.
  • Liaising with any internal/external stakeholders to build up a strong internal network.

What we’re looking for...

You thrive in environments where your strong leadership skills, business acumen, and expertise are key to driving the success of multifunctional teams. The full life cycle of continuous service improvement (CSI) and working within its established procedures and communication requirements is motivating work for you. No stranger to succeeding in a fast-paced environment, you juggle competing priorities with ease. People count on you for your ability to build relationships at all levels and communicate clearly to business and technical audiences alike.

You’ll need to have:

  • Bachelor’s degree or relevant work experience.
  • Experience with people management.

Even better if you have:

  • Degree in business administration, business management, engineering, or a related field.
  • Experience in the telecommunications industry.
  • Service Operations experience.
  • Technical knowledge of network equipment and systems.
  • Experience with Verizon internal systems.
  • Experience managing complex processes and driving results.
  • ITIL v3 certification

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.