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Supv, Technical Assistance Center


This is a Full-time position in Anchorage, AK posted July 14, 2021.

The Technical Assistance Center Supervisor: must be knowledgeable and have the ability to support one or more areas within the TAC, focus of specific duties will be determined at time of hire.* Network Operations within the Technical Assistance Center* Surveillance Environment* Comms Communications Environment* Service Management CenterEssential Duties of Position: This position requires to:* Fully own the mission, goals, operations, and results of the department.

This responsibility is non-delegable.* Provide strong leadership to senior management team/s and direct reports.

This includes generating enthusiasm and shared commitment; identifying and setting new directions; teaching, growing, and empowering; owning outcomes; and leading by example.

This responsibility is non-delegable.

Specific leadership duties include:§ Promoting the vision and tone for the department, consistent with company culture and mission; § Providing clear goals and performance expectations.

§ Hiring individuals who can accomplish those goals and meet those expectations, and providing them the open communications, training, tools, and mentoring they need to be successful and develop professionally, and a development path commensurate with capabilities and potential.

§ Providing clear and accurate feedback to individuals and teams on a timely and consistent basis.

Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.

These processes include annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination.

65% Operations/Communications:* Ensure continuous surveillance and communications of the company’s telecommunications network and management of all network tickets, problems and issues.* Participate with the TAC Management in the development of policies and procedures, training requirements and budgets, develop process, plans and improvements for workflows.* Ensure proper operations and maintenance of the company’s network.* Prepare communication/s for daily briefings and high-level briefings regarding technical events/outages.* Refinement and automation of alerting communications/notifications action processes* Author After Action and Lesson’s Learned reports for company-wide distribution* Mentor teams for communications of company outages and planned maintenance ensuring Service Level Agreements (SLA) for timelines of updates are met.* Incident Management coordination across multiple internal and technical resolution teams* Maintain stringent Regulatory and Compliance reporting timelines and agreementsTeam Management/Leadership:* Develop and coordinate shift schedules, training schedules, vacation requests, and other schedules as necessary.* Sets the tone for continuing training requirements to ensure that the team is prepared to take full advantage of key advances in the technologies used by the company to improve and add new services for our customers.* Ensure the TAC staff are properly and currently trained to follow all applicable Network Services and TAC policies and procedures.* Responsible for hiring, leading, developing and managing the performance by those reporting to this position; establishes and communicates clear performance expectations, makes recommendations for salary increases.

Provide timely annual performance reviews to all direct reports and ensure that all employees within the department receive annual performance reviews on time.

Responsible for team results and recommends and /or approves promotions, demotions, transfers or disciplinary actions up to and including termination.

Maintains union free workforce through effective communication and regular feedback to employees regarding their performance against expectations and use of effective performance recognition of groups involved.Knowledge, Skills and Abilities:* Leadership
– Ability to lead a technical organization to high levels of performance while maintaining a high level of morale and personal growth for employees.

Ability to create a work environment that maximizes individual contributions and maintains a culture of continuous improvement.

Functions as a positive mentor.* Excellent people management skills
– Ability to manage performance, motivation and counseling of different levels of employees in a highly technical environment.* Analytical Skills
– Ability to analyze problems and technical situations to determine the correct course of action.

Ability to mentor and coach teams in analytical skills.* Excellent verbal and written communication skills
– Must be able to discuss technical issues with all levels, both technical and non-technical, and with employees, management and customers.

Ability to provide information to Executive level distribution team.* Demonstrated Technical Knowledge
– Must have a high-level comprehensive knowledge of current telecommunications technologies to manage and operate a company network.* Background in Technical Communication Writing a plusMinimum qualifications:* Minimum five years’ experience in a technical network environment.

Experience within a Telecommunications environment preferred.* Experience in a Central Office or Inside Plant environment* Experience with Network Topology, Technologies and network management tools required.* Minimum two years in a leadership or supervisory role.* High School diploma or equivalent required.* Bachelor’s degree in computer science, Telecommunications or related field.

Or, in addition to minimum experience required; a combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis.Certifications: Industry specific certifications are highly valued and contribute toward education.Reporting Relationships:Position reports to: Assigned Manager/Senior Manager of DepartmentNumber of Direct Reports (if applicable): Approximately fifteen (15) direct reportsPhysical Requirements: Office position: Ability to perform sedentary work.

Physical effort may include stooping, kneeling, touching, feeling, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing and repetitive motions.

Clarity of vision to see near, mid-range and color.

Ability to lift and carry up to fifty 25 pounds.Working Conditions: This is a working “technical” supervisory position.

Work will include hands-on operations support and/or technical assistance.

Work is multi-task with overlapping deadlines in an environment of ever-changing technology and workforce development; can be mentally and emotionally stressful, requiring extended hours of concentration and interaction with emotionally charged issues, contractors and customers (internally and externally).

Must be able and willing to work flexible hours.

Able to work remotely leveraging laptop computer, smart-phone, and teleconference technologies.

Must be able to deal with after hour calls and 24/7 network issues.

Flexible schedule with shift work required.The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies.

Due to business needs employees may be contacted outside of the normal business hours to respond to the immediate emergency.

You will be requested to provide an emergency after hours contact numbers.Special Conditions: Required to participate in a rotational schedule working at the TAC; responsibility will include management and training of junior technicians; troubleshooting complex customer issues using any and all required skills to perform the necessary duties; and consulting with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions.Background /Security Conditions: Based on the position’s business needs, background and security checks are subject to Level 2 background checks that may include but are not limited to: review of an individual’s criminal history; credit check; review of DMV records; a pre-employment drug/alcohol test and participation in a random drug/alcohol testing program.

GCI will ensure that background checks are conducted in compliance with all applicable federal and state statutes, such as the Fair Credit Reporting Act (FCRA) and the Americans with Disabilities Act (ADAAA).Driving Requirements (if applicable): Must possess and maintain a valid driver’s license, proof of insurance and a satisfactory driving record.Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.