Network | Telecommunications Manager

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.

This position can be located at our Great West Center in Billings, MT and Sioux Falls, SD Downtown branch.

What’s Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. That’s why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Child Care Assistance Program for eligible dependent(s).
• Exercise reimbursement program for employees.
• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

SUMMARY
Oversees the first line of technical support for network and telecommunication issues and requests.  Responsible for leading the first line of technical support for network and telecommunication issues and requests. Works closely with the Senior Network Manager to design, implement, and manage our network and telecommunication systems, ensuring efficient and reliable connectivity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Team Coordination
  • Leads and guides Tier 1 Network|Telecom Administrators as they complete repairs, installations, and other technical tasks. Provides training to new recruits and ensuring their proficiency is essential.
  • Schedules shift, on call coverage and mange workloads.
• Technical Support and Troubleshooting
  • Ensures the team efficiently handles incoming support tickets and calls. 
  • Assists with escalated issues that require advanced troubleshooting. 
  • Maintains knowledge base of common issues and solutions.
• System Monitoring
  • Monitors network and telecommunication systems for performance and reliability.
  • Ensures that alerts and incidents are responded to within the SLA parameters.
  • Collaborates with Tier 2 and Tier 3 support teams for complex issues.
• Incident Management
  • Oversees the Network|Telecom dashboards and reporting through the ITSM system.
  • Ensures timely resolution of incidents and requests.
  • Tracks and analyzes incident trends to prevent recurring issues. 
  • Coordinates with other departments for incident resolution.
• Customer Service
  • Ensures high levels of customer satisfaction.
  • Communicates effectively with end users to understand their issues and provide timely resolutions.
• Documentation and Reporting
  • Maintains accurate records, incidents, and resolutions.
  • Generates reports on team performance, ticketing, and adherence to corporate requirements.
  • Documents changes and updates to the network and telecommunications infrastructure.
• Low Voltage Standards
  • Practical experience with low voltage, MDF and IDF concepts

QUALIFICATIONS

• Strong technical knowledge, excellent problem-solving skills, and the ability to manage a team effectively.
• Practical experience in installing and maintaining Network and Telecommunications hardware, applications, systems and solutions. Familiarity with network monitoring tools and troubleshooting techniques.
• Leadership and Management: ability to motivate a team.  Strong organization skills, ability to handle multiple priorities and manage department initiatives. Effective delegation and conflict resolution skills.
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users. Strong customer service orientation.
• Excellent interpersonal and leadership abilities.
• Problem-Solving: Analytical thinking and troubleshooting skills.  Provide proactive approach to identifying and resolving issues. Ability to work under pressure and meet deadlines. Outstanding candidates can meet deadlines, keep their teams focused during stressful situations, and quickly diagnose tech-related problems.

EDUCATION AND/OR EXPERIENCE

• Bachelor's Degree in computer science, IT, or a related field.
• 4-6 years of relevant experience in network and telecommunication support roles.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Dexterity of hands/fingers to operate computer keyboard and mouse - Frequently
• Sitting - Frequently
• Standing - Occasionally
• Noise Level - Moderate
• Typical Work Hours – M-F (8-5)
• Regular and Predictable Attendance - Required

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.