Sr. Managed Services Specialist
About The Position
Shenandoah Telecommunications Company (“Shentel”) specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities. For more information, please visit www.shentel.com. Job Summary: The Specialist Managed Services Sr is considered an advanced Individual Contributor / Technical Lead. This role acts as a trusted technical advisor and escalation point for complex services and key customers. The individual leads technical oversight for service turn-ups and lifecycle readiness, proactively identifies risks, and drives resolution across Engineering and Operations. In addition to customer-facing responsibilities, the role influences process improvements, mentors junior staff, and ensures consistent execution of service delivery standards.
Requirements
- High School Diploma or equivalent is required. A Bachelor’s degree in a related field is preferred.
- Three to five years of Project Management and network technologies experience is required.
- Five to seven years of customer engagement experience is also required.
- Advanced understanding of service provider technologies, including IP, MPLS, Ethernet, transport, and access networks
- Strong grasp of core and edge architectures and service design principles
- Extensive experience working with NOC, Operations, and Service Delivery teams
- Strong understanding of SLAs, incident management, escalation, and maintenance planning
- Excellent written and verbal communication skills
- Proven ability to lead customer technical discussions and internal reviews
- Ability to develop advanced training materials and mentor others
- Proven ability to lead complex, cross-functional efforts
- Experience managing dependencies, risks, and escalations across teams
- Strong customer advocacy balanced with operational and technical discipline
- Comfortable leading across Engineering, Operations, and customer-facing teams
- Highly proactive, self-directed, and accountable
Nice To Haves
- Cisco, MEF, and similar industry certifications preferred but not required.
Responsibilities
- Serve as the primary technical authority for complex customer services and managed service offerings
- Lead validation of service architectures, configurations, and operational readiness
- Proactively identify systemic risks and improvement opportunities
- Define standards for customer documentation, training materials, and enablement approaches
- Lead advanced onboarding, architecture reviews, and lifecycle planning sessions
- Lead executive-level customer discussions and technical reviews
- Partner with Engineering and Operations to improve service readiness and support
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- Lead post-turn-up and post-incident reviews and recommend improvements
- Lead cross-functional delivery efforts for complex or high-visibility services
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
