Sr. Manager, Networking Service Support

Primary Duties & Responsibilities

The Sr.

Manager, Networking Service Support role owns the end-to-end service delivery for datacenter and communications customers.

This position is accountable for rapid service restoration, SLA compliance, and overall customer satisfaction through effective leadership of technical support, field service operations, parts delivery logistics.

This is a highly cross-functional and customer-facing role that requires strong operational leadership, sound technical judgment, and accountability for measurable service outcomes.

This manager works closely with customers as well as engineering, operations, supply chain, and sales teams to deliver reliable, high-quality services.

The ideal candidate has a strong technical background in networking systems and related components (i.e., transceivers, optical circuit switches (OCS), optical line systems (OLS), and fiber infrastructure).

Excellent communication skills and the ability to collaborate effectively across internal teams while working directly with customers.

Core responsibilities:


* Customer Service Delivery & SLA Ownership
+ Act as the service-level owner for assigned customer relationships.
+ Proactively manage customer satisfaction, escalations, and retention.
+ Represent customer requirements internally to drive continuous product and service improvement.
+ Own the end-to-end service delivery performance for assigned accounts.
+ Ensure compliance with response time, resolution time, and return-to-operation (RTO) SLAs.
+ Lead corrective and preventive actions to improve service quality and operational reliability.


* Field Service Leadership & Technical Support Management
+ Lead, coach, and develop internal technical support engineers while partnering closely with internal Tier 3 resources.
+ Oversee field service dispatch, onsite response execution, and first-time-fix performance.
+ Ensure appropriate skill coverage, training plans, and readiness across the service organization.
+ Define and maintain escalation paths, workflows, and case-handling standards.
+ Execute performance management, coaching, and employee development planning.


* Outsourced Service Management
+ Manage and monitor performance of outsourced Tier 1 and Tier 2 technical support, parts, and field service providers.
+ Ensure parts availability and on-time logistics execution to meet contractual service SLAs.
+ Define and coordinate spare parts strategies, emergency shipments, and logistics partnerships.


* Incident & Return-to-Operation Management
+ Own the return-to-operation process for critical customer and system incidents.
+ Coordinate cross-functional teams to restore service safely, quickly, and effectively.
+ Lead major incident reviews, ensuring timely root cause analysis (RCA) completion and cl...