Managed Services Supervisor

Granite Background & History

Granite is one of the premier communications services providers to businesses across the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.8 Billion in revenue with more than2,300 employees and is headquartered in Quincy, MA just off I-93 and directly next to the North Quincy T Station on the Red Line. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

o Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 14 consecutive years

o Our Quincy office has an onsite dining facility and a fully equipped state of the art gym that offers daily Cross Fit, Mixed Martial Arts, and Yoga classes available to employees at zero cost.

o Granite's philanthropy is unparalleled with over $200 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.

o We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

o Granite was named to Forbes List of America's Best Employers 2022

o Granite was recently named One of Forbes Best Employers for Diversity

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE/M/F/Vets/Disabled

General Summary of Position:

Granite has an immediate need for a leadership role in the Managed Services department to support the day to day work flow of our networking and security product lines. We are looking for representatives preferably with experience in network routing / switching and/or security and SDWAN services. This individual will be responsible for leading the team responsible for the implementation of our SDWAN and Security products at customer locations and focused on processing orders and configurations accurately in preparation for install. In addition to technical capabilities and expertise, the managed services supervisor will be the spokesperson for the team, working across internal departments as well as with customers to ensure the team is meeting standards and producing deliverables. The right candidate will be capable of and required to drive the team forward with new initiatives, improve process functions, report on productivity, and foster growth and development of team employees.

Duties and Responsibilities:

• Lead team that provides Day 1 Support for SDWAN and Security products for customer locations and acts as first level or troubleshooting during initial site turn up
• Provide team support for configuration modifications alongside engineering to support project scale and execution of overall network solution
• Develop and promote subject matter expertise and platform proficiencies amongst team members
• Distribute and manage workload across team members daily
• Provide escalation support for SDWAN/Security products both internally and to customers
• Report on various analytics and productivity events in line with team initiatives
• Enable and Foster growth and development for each teammate
• Create/provide documentation for training and process guides
• Conduct weekly meetings with employees

Required Qualifications:

• 5+ years of Networking experience
• Direct experience with SDWAN or Security product line
• Understanding of Networking, TCP/IP, Routing, Switching
• Experience in customer facing technical support roles
• Proficient in Microsoft Office Suite
• Strong organizational skills
• Ability to work independently and make judgement calls to resolve issues
• Ability to take direction and act upon it
• Proven ability to motivate and lead employees
• Strong analytical and problem-solving skills
• Strong verbal and written communication skills, ability to multitask
• Proven track record of accomplishments and goal achievements
• Collaborative, Can-Do attitude
• Willingness to obtain government security clearance
• Preferred Qualifications:
• 2+ years management experience
• 1-2 years in a technical support related role, or equivalent experience
• CCNA/CCNP certification or equivalent
• Fortinet NSE certification or equivalent
• Bachelor's Degree in Computer Science, Network Design, Network Security or related field
• Experience with coding and automation platforms such as Python, Javascript or similar
• Experience public speaking