Area Internet Services Manager Central Florida/Tampa/St Pete

Key Job Responsibilities

• Technical Sales:
• Support for the technical sales of Internet Services and related products.
• Conduct proactive pre-sales discovery, determine client need, negotiate, and accurately quote and price the appropriate solution.
• Communicate appropriate adjustments to the team during onsite meetings with the hotel and client.
• Coach the sales team to sell Internet more effectively in line with established procedures.
• Network Management:
• Maintain the equipment and infrastructure, monitor the functioning of the network, replace damaged components, and create documentation.
• Facilitate smooth operation of the network and the highest levels of service with Internet Service Provider, Network Service Provider, and Hotel IT team.
• Implement network configurations and customizations using self-service tools and coordinate the implementation of changes beyond the scope of self-service tools.
• Aid end users and document incidents and network changes as required.
• Provide emergency remote and on-site support.
• Event Support:
• Plan and execute event requirements with the highest levels of customer service.
• Create network access codes, connection guides, and troubleshoot client provided devices.
• Forecast demand, assist with procurement of suitable subrental or branch equipment, and manage the ordering, quality control, use, and safe return of such equipment.
• Meet with the client post-event and provide reporting on bandwidth and device utilization.

Team Support

• Deliver training to local team members on Technical Sales, Network Management, and Event Support.
• Assist in general operations and cover shifts as needed.
• Train and mentor technicians and collaborate with other Area Internet Services Managers to assist with NOC tickets and events.

Customer Service

• Strive to exceed the expectations and needs of internal and external customers.
• Maintain a positive relationship with clients through effective communication.
• Monitor events and check in on guests to ensure their needs are met and the equipment setup is working properly.

People Management

• Hire, train, and develop a team of Customer Support professionals.
• Lead and support shows by training and mentoring technicians.
• Ensure team members are equipped with required tools, processes, and procedures.
• Establish strong working relationships with team members and other departments.