When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

Our customers are at the heart of our business and are one of our key strategies. Within the Global Customer Operations (GCO) business unit, we are trusted by our customers to deliver fantastic service, technology and innovation that will enable their business to thrive. Every person within the GCO has a responsibility to deliver and keep pushing the boundaries for our customers.

The primary responsibility of the Team Lead is to run and lead the Tier 1 Service Desk/NOC repair team, ensuring sufficient cover and that team members are working according to their objectives, processes, and agreed-upon quality requirements. You will be responsible for team performance against defined targets regarding quality, performance, and productivity. You'll also use reports and serve as a main point of contact for customers.

  • Complying with ISO9001 and ISO27001 standards to meet certification requirements while also adhering to Verizon's security policies CPI-810, the Verizon Change policy, and other relevant policies and procedures.
  • Ensuring Verizon mandatory training, check-in’s, one-on-one's, and year-end reviews are completed on time.
  • Ensuring performance objectives and development plans are in place for all team members.
  • Working closely with SM/TPM and internal teams providing incident management to high-profile customers.
  • Following the escalations process and taking appropriate actions.
  • Supervising, guiding, and mentoring your team and operating by an open door policy.
  • Providing incident support when required by customers or internal teams; subsequently identifying and resolving issues.
  • Ensuring timely input and resolution to ETMS tickets according to standard procedures.
  • Identifying and implementing proactive measures to improve network stability.
  • Identifying knowledge deficiencies in the team and resolving them through mentoring, on-the-job training, or formal classroom training.
  • Leading and mentoring the team and leading change.
  • Leading and mentoring the team and leading change.

What we’re looking for...

You exemplify the values of integrity, accountability, respect, and excellence in your work. You’re organized, detail oriented, team centric, and have a keen sense of urgency in resolving problems, all while maintaining a focus on the customer at all times.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience leading teams or shifts.
  • Experience managing people.
  • Knowledge of ITIL.
  • Knowledge of Verizon processes and procedures.
  • Fluency in English (written and verbal).

Even better if you have one or more of the following:

  • A degree.
  • Vendor certifications.
  • Knowledge of Cisco/Juniper, IP, Ethernet, and ISO Standards.
  • Knowledge of "the Why" and playing according to the "infinite rules" while performing day-to-day operations.
  • Knowledge of network architectures and technologies.
  • Ability to remain customer-focused and understanding the importance of exceeding customer expectations.
  • Ability to work efficiently as an individual whilst contributing to the teams overall results.
  • Time management and prioritization skills.
  • The ability to lead a high performing team.
  • Strong organizational and communication skills.
  • Proven ability to take ownership and initiative to drive conversations and resolutions.
  • Strong analytical and problem solving skills

Moving the world forward together

Our credo is at the core of the
V team culture.  

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