GSOE Technician Supervisor

One team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

You will be responsible for goal setting and coaching your team to use best practices for customer service and technical troubleshooting. You will help them develop and grow to help them to achieve their career objectives. You will be working with engineering and analytic teams to provide network performance summaries to management and our account managers. In this leadership role, you will be a resource and provide guidance and support from documented processes and experience. You will help your team to resolve issues and help them make sound judgment calls when providing support to our internal customers and external vendors. You will be responsible for knowing how to navigate and utilize the resources and tools that Viasat provides to help your team manage networks around the world.

What's the day-to-day like for this candidate?

• Perform ticket quality review to ensure proper issue description, documentation, follow-up, and closure.
• Ensure technicians are fully trained and assign training as needed.
• Manage technician schedule, ensure proper phone queue support, and maintenance window operational support.
• Perform technician duties when needed or during low staff times.
• Provide administrative and logistics support for large RF and Facilities projects.
• Perform Maintenance Planner role during vacancy and perform daily support functions.
• Assist Maintenance Planner with monthly, quarterly, and annual scheduled maintenance reporting.

• 2+ years of experience in leading technical customer service-focused teams with experience leading a Facilities or RF focused operations center team a plus.
• Associates degree (Management, Communications, or Operations) or equivalent experience.
• Experience supervising remote teams and personnel
• Ability to generate performance status reports and action plans
• Ability to identify problems, collect data, establish facts, and propose solutions and courses of action
• Ability to demonstrate experience providing excellent verbal and written communication in a complex environment
• Able to communicate with various levels within an organization
• Demonstrable ability to quickly learn and retain the knowledge of new technology
• Proficiency in speaking, writing, and communicating in English
• General understanding of Facilities and/or RF equipment, networking, and ability to read technical documentation, including procedures, manuals, and drawings used for troubleshooting

• Experience in Atlassian Product suite (Jira, Service Management, Status Page, Confluence)
• Experience working with SAP
• Experience working with global teams
• Network + Certification

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.