Manager, Network Support
As a member of the Meraki Network Support Leadership team, you will enable your team in providing extraordinary technical support for our growing client and partner base. You will enable both individuals and the team to meet case closure goals, serve as a technical point of contact for team members, and aid in minimizing the impact of complex cases and severe problems. Weekly duties include meeting one on one with team members to coach toward individual achievement and career advancement, coordinating day-to-day team operations, interviewing potential new members of our teams, and crafting and implementing projects and procedures to aid in the rapid growth of Cisco Meraki’s Network Support Team. Finally, Network Support Managers will be expected to work with the Support Leadership Team to identify and develop their own professional skills.
Responsibilities
- Facilitate your team’s ability to work on customer cases from initial creation to resolution
- Advise our teams toward successfully closing the most complicated and high profile cases
- Guide your team in coordinating troubleshooting efforts in wireless, security, switching, and other various network-related issues reported to us by Cisco Meraki customers and partners
- Effectively communicate with third parties such as partners and customers, both verbally and in writing
- Demonstrate your ability to build positive relationships by working with other Meraki teams to diagnose and resolve cases, overcome procedural shortcomings, and address mutual concerns
- Play an active role in the recruiting process, interviewing and hiring for your team, as well as other Network Support teams at Meraki
- Build and maintain reporting tools that demonstrate team strengths and weaknesses, metrics and KPI’s
- Identify patterns and obstacles that affect productivity, raise awareness of such issues, and implement solutions to problems
- Coordinate the schedules of your workforce for optimal coverage
- Conduct weekly one on one meetings, periodically conduct performance reviews and advise on compensation changes
- Encourage candid feedback and collect ideas from your team with regard to process improvement
Qualifications
- 3-5 years of experience in managing a team of 8-10 individual contributors in a related field
- Demonstrated experience managing and reporting on your team’s metrics and KPI’s
- Passion for mentoring individual team members on both short and long-term career goals
- Deep understanding in account management, follow-through, and attention to detail
- Experience recruiting, hiring and developing a high performing team
- Mature and calm demeanor with the ability to oversee multiple high profile customer concerns at one time, advising on priorities and managing expectations as necessary
- Passion for learning and teaching network technology and standard methodologies, a plus
- Networking certifications a plus: CCNA, CCNP, CWNA, etc.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.