Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Our Technical Service Manager (TSM) role is a critical customerfacing function that enables whiteglove service delivery and ensures a seamless customer experience across Managed Services and Tier1 accounts. This position is essential to
maintain
operational quality, safeguard customer satisfaction, and protect key performance outcomes
.
Our TSM acts as the concierge for Tier1 customers, providing the highest level of engagement and operational oversight across service delivery, support, and lifecycle management.
This role directly influences operational KPIs, customer satisfaction, and successful onboarding of Managed Services customers
.
Collaborating with our
network
engineering &
operations teams
, the TSM will refine and continuously improve practices, Knowledge Base
articles
, and automation - ensuring smooth adoption, increased resiliency, and operational excellence across the enterprise.
NOTE: The team is open to this role working in a remote capacity within the United States.
Key Responsibilities of the TSM Role
Perform all TSM responsibilities for Tier1 accounts, including:
Drive day-to-day Incident, Problem & Root Cause Analysis management
Owns Incident, Problem (+RCAs), and Service Level Management practices
Perform trend analysis and reporting on incidents, problems, RCAs, changes, and service level trends
Facilitate regular client service management / operations meetings
Prepare and presentperiodic metrics reporting reviews/improvements with IT teams
Drive continuous improvement through the identification of opportunities to enhance the quality, productivity, and culture of owned practices
Ensure endtoend ownership of the Managed Services Onboarding pro
cess
:
SupportDay-2Service Assuranceonboarding requests from ProjectManagementOrganization
Facilitateuser acceptance testing forAIOPsalert to incident pipeline
CoordinateService Deliver to Service Assurancehandoffprocesses
Drive and improve monitoring of production services, platform, infrastructure, and other critical services
TSM ensures Problem Management follow
through
and the continuous improvement through the identification of opportunities to enhance the quality, productivity, and
culture of owned practices
.
T
his role is essential to
maintaining
service
onboarding velocity
, operational efficiency, and the hightouch customer experience expected by Zayo's strategic accounts.
Core
Qualifications & Skills
Bachelor's degree in Computer Science, Information Technology, Engineering, Business, Communications ora relatedtechnical field.
Preferred certifications include ITIL v4 Expert/Master, Project Management Professional (PMP), orproductspecific certifications (Arista, Fortinet, Palo Alto, Versa).
Five to ten (5-10) years in technical support, service, or IT roles, with 3-5 years in an executive/customer success, supervisory, or managerial capacity.
Experience in the telecommunications industry, a plus
Proven ability to manage client relations,strong communication, project management, customer orientation, and the ability to work under pressure.
Experience in vendor management and technical documentation.
Deep understanding of IT infrastructure, network administration, security practices, and cloud technologies.
Knowledge of IT Service Management (ITSM) frameworks (ITIL, COBIT) and CRM/ticketing systems like Salesforce, Zendesk, Jira, or ServiceNow.
Excellent written and verbal communication skills.
Estimated base salary range: $68,100 - $104,700 USD/annually.#LI-AF1
The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.
Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Benefits, Rewards & Wellness
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Generous paid time off policy including paid parental leave
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Generous paid time off policy including paid parental leave
Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any @type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Zayo is an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. EEO IS THE LAW Zayo invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request by emailing our People Ops team.
Apply at: http://ipc.us/t/F588677B3675456E.
