Job Description

C1 Company Overview:C1: 1 Contact, 1 Connection, 1 ChoiceC1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1. Overview:SummaryThe Manager, Software Release Management is responsible for managing a team of technical associates responsible for reporting and implementing software updates for managed service customers. This is accomplished by understanding and adhering to processes and procedures of the functional area to ensure timely and consistent results for the customer base. Qualifications:Required Qualifications

• Bachelor's degree (Masterxe2x80x99s preferred) in Computer Science, Information Technology, or Management; candidates may have a high school diploma with 5 yearsxe2x80x99 experience in customer relationship management, along with 5+ years of experience in the Avaya, Cisco, Microsoft, and/or VMware product line in a telecommunication environment/organization
• Exceptional, definable leadership experience with proven results
• Prior strong technical experience working in a technical role within a managed services organization
• Demonstrated ability to lead complex project teams to deliver results
• Superior negotiation, coordination, and conflict resolution skills
• Strong analytical, interpersonal, and relationship building skills
• Strong work ethic and personal drive to excel
• Exceptional organizational skills and attention to detail
• Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
• Ability to analyze complex information system data
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly and multi-task
• Must possess excellent oral and written communication skills in English
• Proficient in Microsoft applications (Excel, OneDrive, PowerPoint, SharePoint, Teams, Word, etc.)
• Excellent project management skills, facilitation skills, influencing and negotiation skills
• Must be willing to work non-traditional hours including nights and weekends
• Ability to perform work for long periods of sedentary tasks

Desired/Preferred Qualifications

• Industry level certifications a plus in Avaya, Cisco, ITIL, Microsoft, PMP, VMware, etc.
• Prior experience leading highly technical teams onshore/offshore in a 24x7 environment

Responsibilities:Essential Functions

• Coaches and develops technical resources
• Acts as an escalation point to resolve client issues
• Creates and enforces processes that enhance the services delivered to the client or to internal resources
• Monitors ticket activity to ensure that client issues are resolved expeditiously
• Monitors the overall performance of the team by utilizing performance metrics, Alert, KPI reports, etc.
• Monitors ticket hygiene and customer satisfaction
• Communicates "red hot" items to management
• Reviews and makes recommendations to enhance processes based on feedback of their team
• Oversees SRM program and ensure contractual requirements are met

Additional Specific Duties and Responsibilities

• Leads onboarding tasks as required
• Collaborates with other functions like Incident Management, Change Management and Service transition teams to manage customer relationship
• Stays current on latest UC products and software versions to maintain offer competitiveness
• Participates in manager on-call rotation and provide afterhours support for team
• Facilitates and participates in knowledge transfers as required
• Participates and completes assigned training initiatives as determined by manager
• Delivers program efficiencies and cost containments
• Assists other managers in ticket escalations

Additional Information:C1 BENEFITS

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
• Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
• HSA with + Employer Contribution
• In-vitro Fertility (treatment coverage)
• Dental
• Vision (2 plans: 12-month and 24-month frames allowance)
• FSA Plans (Healthcare, Dependent care and Limited Purpose)
• Pre-tax Commuter Plans
• Employer-paid Life Insurance
• Employer-paid Short + Term Disability
• Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)

• Paid Parental Leave (4 weeks at 100%)
• Employee Assistance Plan
• Voluntary Life Insurance
• Legal/ID Theft Plans
• TeleHealth Options
• Wellness via Omada Health (healthy living solution)
• Travel Assistance
• Business Travel Accident Coverage
• Employer-paid Pet Telehealth
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Volunteer Time Off

• On Demand Pay (Daily Pay)

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP.Notice of E-Verify Participation< >Right to Work

C1