Manager, Technical Solutions - Converged Communications

The Manager of Technical Solutions is responsible for leading a team of Design Engineers and Technicians focused on the architecture, design, validation, and support of enterprise video collaboration, unified communications (UC), contact center, and telecommunications solutions. This role oversees the development of technical solution designs, and pre-sale / post-sale technical serves as a key escalation point for complex customer requirements involving technologies from leading manufacturers and service providers related communications collaboration ecosystems.

The successful candidate will combine strong technical leadership with business acumen, ensuring the technical team delivers scalable, innovative, and cost-effective solutions that support customer business objectives while aligning with organizational growth initiatives.

• Lead, mentor, and develop a team of Technical Communication Specialists.
• Responsible for building and maintaining teams who will provide pre-sale, design  and post-sale support to our customers, on behalf of our suppliers and partners.
• Manage workloads, resource planning, and project prioritization
• Establish performance objectives, technical development plans, and career growth opportunities for team.
• Foster a culture of innovation, accountability, customer focus, and continuous improvement.
• Responsible for tracking team metrics in order to provide the highest level of service for customers and most efficient use of company resources.
• Conduct regular performance reviews and coaching sessions.
• Drive collaboration between sales, services delivery, support and CX teams.
• Other duties as assigned
• Regular attendance is an essential function of the Manager, Technical Solutions position.

• Receives supervision from Director, Services Delivery

• Must have 7+ years communications industry related experience.
• Experience managing a technical services environment.
• Technical aptitude is required but technical capability is desired, not required
• Must have proven leadership skills, excellent written and verbal communication skills, ability to work in a fast-paced environment, handling multiple priorities, ability to communicate with individuals at all levels of the organization, experience managing remote employees, ability to work in a team environment and be open to change. 
• Must possess good number aptitude and reconciliation skills and must be detail oriented and accurate.
• Minimum Technical Associates degree or equivalent technical and management experience is required.

• Ability to sit at a computer terminal for long periods of time.
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position.
• Ability to lift 50 pounds.

• Experience with communications concepts and technologies
• Familiar with Avaya, Mitel, Poly, Ribbon, AudioCodes
• Experience with business data products and services
• Proficiency in foreign language (Spanish, Portuguese, French, German)
• SAP Experience