Team Lead-Managed Solutions

**This is a remote position that is based in Eastern United States

About this Role:

The Team Lead - Service Assurance is a critical leadership role responsible for day-to-day operational oversight, real-time monitoring, case triage, and escalation management across our Enterprise support motions.

This leader ensures high-quality, consistent execution across proactive and reactive support, improves operational hygiene (data quality, updates, SLAs), and drives cross-functional coordination with Solution Centers, NOC, and specialty support teams.

The role also owns process adherence for sub assignments and supports cadence-based review forums to contain escalations, reduce aging, and improve customer satisfaction.

What You'll Do:

Operational Monitoring and Reporting

• Monitor Service and Case Operations (SCO) dashboards for key indicators (e.g., TSP, Unassigned, CIMs, No Contacts, escalations, sub assignments, tNPS, updates suppressed) and drive corrective actions in real time.

• Oversee queue health for targeted product/tier queues; triage and correct misrouted or miscoded cases to ensure proper flow to front-line or specialty teams.

• Monitor customer-facing support mailboxes and ensure timely case creation, proper categorization, and communications handoffs.

• Track active repair reports and account-level dashboards for top-priority accounts; coordinate action plans to mitigate aging, escalations, and repeat issues.

• Oversee and manage sub assignments for usage and work-in-progress via internal dashboards to ensure the right specialty teams are engaged at the right time.

• Proactively test support system integrity and reliability (e.g., WSF, MRS, WinOM, automation) and coordinate defect/issue remediation with internal stakeholders.

Process Leadership and Escalation Management

• Lead or assist in escalation review meetings; establish containment plans, ensure clear ownership, and drive fast path-to-resolution for critical incidents.

• Lead or assist in aging review meetings; remove blockers, escalate to vendors/LECs as needed, and drive disciplined follow-ups until closure.

• Handle sensitive inbound calls and callbacks; ensure executive-ready communication and documentation.

• Lead weekly/bi-weekly cadence calls with priority customers; share status, action plans, metrics, and post-incident findings (no customer names included here).

Team and Cross-Functional Coordination

• Coordinate daily workload between the Reactive Support Team (front line for customer-initiated break/fix) and the Proactive Support Team (alarm-originated cases such as SD-WAN and Customer Netcool), ensuring clear ownership and minimal duplication.

• Partner with Service Assurance Solution Centers, NOC/Optical, and specialty groups to improve MTTR and first-contact resolution.

• Coordinate vendor/LEC escalations for complex incidents, leveraging Proactive Support vendor escalation workflows when applicable.

• Ensure consistent and correct use of sub assignment categories (e.g., CSOC, NLS, ESD, TSM, HB, SME support) and partner with leaders for after-hours coverage and flow.

Quality, Metrics, and Continuous Improvement

• Own dashboard hygiene and enforce standards for case notes, timestamps, and update cadence to reduce "No Contact" and "Updates Suppressed."

• Track and report key outcomes (e.g., MTTR, SLA hit rate, backlog/aging distribution, escalation volume, tNPS) and implement corrective actions.

• Identify trends from alarms, repeat incidents, and chronic issues; propose process, tooling, or training improvements.

• Contribute to playbooks and SOPs for alarm handling, major incident management, and specialty workflows (optical, SD-WAN/SASE, voice/data).

People Leadership

• Provide day-to-day guidance for analysts and engineers across shifts; support coaching, QA reviews, and skill development (voice/data/optical).

• Coordinate shift handoffs to maintain continuity of care; ensure clear notes and ownership transitions.

• Serve as an escalation point for front-line teams during high-severity or multi-tenant events.

Scope of Systems and Queues

• Engage with Proactive Support (ownership of alarm-originated cases from SD-WAN and Customer Netcool; staffed 7-10, seven days a week; Queue: SA Proactive Support).

• Coordinate with Reactive Support (front line for manually opened cases from calls/portal).

• Utilize and govern sub assignment workflows; monitor specialty team availability and hours (e.g., CSOC, NLS, ESD, TSM teams typically 7am-8pm ET, Mon-Fri) to align escalations and coverage.

Do You Have:

• 5+ years in Service Assurance, NOC, or Enterprise Support with increasing responsibility; 1-3 years in a lead or supervisory capacity.

• Strong operational command of incident management, alarm triage, and escalation practices across voice, data, and optical domains.

• Hands-on experience with ticketing and monitoring platforms; ability to diagnose routing/miscoding issues and correct workflows quickly.

• Demonstrated success driving aging reduction, MTTR improvements, and customer satisfaction through disciplined process adherence.

• Excellent communication skills for executive-level updates, incident bridges, and cadence calls.

• Proven ability to coordinate across multiple teams and vendors, including vendor/LEC escalations.

Compensation ranges from $30.57 to $38.99 an hour.

Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti's network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@uniti.com as soon as possible for information on Uniti's foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate's written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.