Service Assurance Manager I

The Service Assurance Manager is responsible for overseeing the performance and effectiveness of both the Service Delivery (inbound call center) and Service Provisioning (outbound dispatch center) departments.

This position ensures the teams meet responsiveness, quality, and operational SLAs across a 24x7x365 support model. The manager leads process improvement, escalations management, employee development, and cross-department collaboration to ensure world-class service to internal and external stakeholders.

Service Provisioning Management

-Ensure scheduling and dispatch operations meet predefined SLAs

-Supervise Team Leads and staff performance to ensure quality and responsiveness.

-Monitor schedule adherence, PTO, shift requests, and attendance policy compliance.

-Analyze daily operations to balance workload, prioritize tasks, and manage flex resources.

-Manage escalations and service outages, coordinating with stakeholders and reporting issues promptly.

-Conduct regular audits and root cause analyses to address quality defects.

-Drive continuous improvement through implementation of process and technology enhancements.

-Oversee recruiting, hiring, and onboarding of provisioning staff.

-Develop and lead training programs, mentoring plans, and performance conversations.

-Lead performance review processes, including writing formal evaluations and disciplinary actions.

Service Delivery Management

-Lead day-to-day call center operations, ensuring high service levels and capacity optimization.

-Authorize overtime and reallocation of resources across the department to address service demand.

-Lead creation, analysis, and refinement of weekly and master metrics reports.

-Manage holiday planning, coverage adjustments, and outage response protocols.

-Drive process improvement initiatives across ticket handling, responsiveness, and quality assurance.

-Directly manage performance of Supervisors and Team Leads, including formal reviews and development plans.

-Oversee customer and project launches, ensuring operations is informed and trained on all deliverables.

-Serve as the liaison with PMO, SDG, and IT for change management, technology implementations, and outage communications.

Communication, Training & Deployment

-Participate in project planning and change management meetings.

-Create and distribute training materials, driver guides, and operational updates.

-Oversee deployment of pilot dispatches and monitor post-launch performance.

-Maintain and update the operational document library to support knowledge sharing

Required Skills and Qualifications:

-Leadership & Operational Expertise: 3–5 years in a leadership role managing high-volume support teams (inbound and/or outbound), preferably within a call center or technical support environment.

-1–2 years experience in a call center environment.

-3–5 years Supervisory or Managerial experience in a technology, telecom, or service operations setting.

Technical Background:

-2–5 years of Tier II or Tier III technical support in networking or telecom.

Advanced knowledge of (Preferred):

TCP/IP, DHCP, LAN/WAN, VPN

-Cisco/Meraki routers, switches, wireless systems

-Fortinet, Cradlepoint, firewalls

-VoIP and PBX systems

-Security systems and inside wiring

-Putty or equivalent connection tools

Certifications (preferred but not required):

-CompTIA Network+, A+, Security+

-Cisco CCNA or CCNP

Education: Bachelor's degree in Computer Science, Information Technology, Networking, or related field preferred.

Additional Requirements:

-Experience managing performance at both individual contributor and team lead/supervisory level.

-Demonstrated ability to drive accountability and performance improvement.

-Strong analytical and troubleshooting skills.

-Exceptional written and verbal communication skills.

-Strong organizational and time management abilities.

-Ability to work flexible hours to support a 24x7x365 operation.

-Proficiency in reporting tools and systems for metrics tracking.

-High team engagement and retention

-SLA and KPI targets consistently achieved

-Effective issue resolution and escalation management

-Process improvements successfully implemented

-Strong cross-departmental collaboration and communication