Area Internet Services Manager - New Orleans, LA

Encore Global•New Orleans, LA

15h•Onsite

About The Position

Reporting to the Regional Internet Services Manager with additional oversight by local Area Director or local Director of Event Technology, this role manages the overall IT operation, network, and related client-facing services at the area level. The position involves maintaining equipment and infrastructure, positioning and selling solutions, executing events, and providing outstanding internal and external customer service.

Requirements

Bachelor of Science or equivalent in Computer Science or commensurate experience
5+ years of experience in the hospitality industry in a technical role
3+ years of field experience in internet services support
1+ years of leadership or management experience
Ability to understand technical concepts and solutions and communicate them to a non-technical buyer.
Familiarity with Internet services, bandwidth, IP wired and wireless networks, principles of computer hardware and software, webcasting.
Encompass all skills at the C2 Level.
Within 1 year, achieve Computer Level 1 Certification (C1) per Encore Technical Skillset Matrix after transfer to new role.

Nice To Haves

Preferred Certifications: CompTIA, Cisco CCENT/CCNA/CCDA/CCNP/Wireless specialties and/or other equivalent network and wireless vendors.
Preferred Cisco IOS and hardware experience.
Preferred experience with HP/Aruba, Ruckus, Meraki and other wireless solutions.
Preferred experience with Cisco TACACS, DNA/Prime/WCS, Solarwinds products and/or other network monitoring tools.

Responsibilities

Provide support for the technical sales of Internet Services and related products by applying a working knowledge of such technologies and sound sales skills.
Conduct proactive pre-sales discovery, determine client need, negotiate, and accurately quote and price the appropriate solution in collaboration with the sales team.
Participate in onsite meetings with the hotel and client prior to and during the event.
Understand and react to changes in event specifications that could impact services by communicating appropriate adjustments to the team.
Coach the sales team to sell Internet more effectively in line with established procedures.
Ensure the readiness of the network infrastructure installation and temporary network equipment by monitoring network functioning, maintaining equipment, replacing damaged components, and creating documentation.
Establish and maintain positive working relationships with Internet Service Provider, Network Service Provider, and Hotel IT team.
Implement network configurations and customizations utilizing self-service tools and submit/manage configurations beyond self-service scope to the appropriate Network Operations Center.
Assist Senior NOC Engineers with aiding end users and integration of new/existing network installations into NOC systems.
Act as level two support for level one field employees and guest room support teams.
Document incidents and network changes and perform root cause analysis.
Provide emergency remote and on-site support.
Plan and execute established event requirements with the highest levels of customer service.
Plan, organize, and supervise additional team members participating in providing services.
Setup, configure, and test all supplied network and related equipment, including cabling, making use of set standards.
Ensure event specifications are understood by key stakeholders.
Create network access codes, connection guides, and troubleshoot client-provided devices using provided tools.
Own inventory by accurately forecasting demand, assisting with procurement of subrental or branch equipment, and managing ordering, quality control, use, and return of equipment.
Meet with the client post-event and provide reporting on bandwidth and device utilization.
Deliver training to local team members on Technical Sales, Network Management, and Event Support.
Coach behavior and offer constructive feedback for continuous improvement.
Assist in the general operations of the local business by covering shifts, participating in initiatives, and offering expertise.
Assist with troubleshooting back-office IT issues such as network connectivity, computer hardware, and software problems.
Lead and support shows by training and mentoring technicians.
Collaborate with other Area Internet Services Managers to assist with covering NOC tickets and supporting events.
Assist the Regional Workforce Manager with assigning shifts for event support.
Assist the Internet Services Installation team with in-market network installations and upgrades.
Strive to exceed the expectations and needs of internal and external customers.
Maintain a positive relationship with all clients through effective communication.
Meet with guests on site to ensure their needs are met and equipment setup is working properly.
Monitor events and check in on customers throughout the day.
Understand and foster the hotel/client relationship.
Hire, train, and develop a team of Customer Support professionals supporting various sales divisions.
Prioritize, lead, and assign work based on team member strengths and roles.
Manage all aspects of team member training, career development, and performance management.
Implement and cultivate a team environment focused on service levels, customer satisfaction, revenue generation, and productivity.
Ensure team members are equipped with required tools, processes, and procedures.
Establish strong working relationships with team members within the support center and other departments.