Connecting people with each other and the right information is mission-critical. Intrado, formerly West develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.
Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.
Our Global Technology Services Enterprise Resolution Group is currently seeking a Supervisor Information Technology. The resolution team is responsible for facilitation of specific network changes, requests to decommission hardware, and supports escalated customer impacting events related to telephony and networking equipment within our corporate and conferencing environment. This role will lead a team of individuals who are focused and collaborative in a fast-paced transformational environment. To be successful in this role the individual will possess:
Strong communication skills (verbal and written)
Ability to take initiative
Proven leadership skills
Ability to be a strategic thinker
Responsibilities include but not limited to:
Manage ticket queues
Monitor automated alerts and email escalations
Mentor and oversee team
Support agents with customer impacting issues
Oversee and mentor a team of 8 individuals
Support conferencing transition to GTS-Enterprise Resolution Group
Develop cross training opportunities for both Legacy and ERG agents
Develop monthly reports that illustrate productivity metrics
Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most-Information to Insight Education:
Bachelor's degree in Computer Science, MIS or a related field
Equivalent work experience in a similar position can be substituted for educational requirements
3-5 years' increasingly responsible experience in telecommunications/networks
One year in a lead/supervisory role preferred
Project Management experience preferred
Experience with telecommunication systems including TDM and SIP required
MS Office skills required (Outlook, Word, Excel)
Splunk, Wireshark, Avaya conferencing platform
ServiceNow, Dolby, Radisys, Ditech and eHealth
Intrado is connecting people and ideas. We are delivering on their potential. We are improving the way we work and live.
At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.