The Network Support Services Manager reporting to the Senior Manager Network and Technology, is accountable for providing technical expertise and leadership to direct reports as well as tactical convergence strategy to the Network and IT teams.

This position supports new technology and process innovation, daily operations, and facilitates strong team performance. Meeting the network engineering needs of future projects, directing activities to achieve customer requirements, and implementing new process efficiencies to reduce costs and enhance customer satisfaction both internally and externally.

This position has direct reports:

• Consumer Internet Network Analysts

• Core IP Network Analysts

• Netfacs Networks Circuit Design Techs

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are First Nation, Inuit, or Métis; a woman; a person with a disability; or a visible minority, if they wish to receive hiring preference.

Key Accountabilities

Leadership

• Lead a team of technical professionals who are responsible for delivery and support of our organizations IP services.
• Provide quality management for the day to day needs of the team and company.
• Increase the overall competency of the team through direct training and work quality assessments
• Utilize performance management to clearly set individual deliverables, expectations and to review success throughout the year.

Technical

• Defines IP process best practices and standards
• Serves as a trusted advisor to support technology convergence
• Develops best practice support models as new technologies and customer services are introduced

Nature and Scope

Internal

The Network Support Services Manager is accountable for delivering technical expertise while providing leadership and coaching to direct reports.

This position works with both the Operations team to provide support to our front-line resources as well as providing focus and effort to the Connectivity and Infrastructure team to develop and deploy new technologies and customer services.

External

The Network Support Services Manager will work with our external facing groups to ensure support levels meet their expectations and that customer escalations are addressed in a timely manner.

Knowledge and Competencies

• Engineering degree or equivalent five years’ experience in a telecommunications or internet service provider environment.
• Leadership experience of at least five years’ in the field of communications or networking
• Current CCNA, JNCIA, BAIST or equivalent certification. CCNP, JNCIS will be considered an asset.
• Deep and specialized knowledge of IP networks, protocols, and their application in a service provider environment.
• Knowledge of the interaction of systems and networks and understanding the impact changes to one system or network may have to all others.
• Strong knowledge of the various networks and systems used throughout the company and keep on top of changes as technology and the telecommunication systems evolve.
• Excellent analytical, system performance gathering skills to determine root cause quantification.
• Project management skills for effective cutover and release management of the various systems and possess effective customer relationship skills.
• Very strong interpersonal, organization, analytical and communication (oral and written) skills.
• Strong computer literacy with Microsoft Office Suite of applications (Word, Excel, Access, Power Point, and Outlook).
• Knowledge of the elements of a health & safety program will be considered an asset.

Working Conditions

This position works in a typical office environment and is required to perform work quality inspections related to the installation and maintenance of network equipment and test gear. In addition, corporate travel may be occasionally required two to three times per year for up to one week at a time

What We Offer You

• Work in a collaborative and inclusive environment

• Contribute to impactful programs and initiatives

• Enjoy opportunities for professional development and growth

• Health & Wellness Benefits, Pension Plan, Discounts

• Team Incentive Bonus

• Paid Vacation with a Vacation Travel Allowance

• Work-Life Balance

Closing

Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.