Business TAC Service Manager

About the team:

Our highly motivated and resilient group is driven by providing a best-in-class Customer Experience while staying true to our Company Values. We embrace a team culture while still maintaining an independent workforce. Challenged daily with the environmental as well as troubleshooting and installation responsibilities we can always look forward to feeling fulfilled that we are working for something larger than ourselves and GTA.

Who we are looking for:

This is a leadership role with our Business Operations Team and we need an individual that takes initiative and is ready and willing to lead. We need a team player with strong and effective communications (written and verbal) skills, as well as excellent interpersonal skills. This individual must have an inquisitive and analytical mind with the ability to manage and grow the team. You must have strong attention to detail, the ability to follow through, and have a desire to make a positive impact on servicing our customers.

Still interested? Here's what the role looks like:

The Business TAC Service Manager oversees the Tier 1 staff and ensures the efficient resolution of technical issues for business customers by managing escalations and maintaining service quality to meet SLA commitments. You will also be responsible with the following functions:

• Define clear escalation paths and ensure tickets are properly escalated between teams.

Set KPIs (Key Performance Indicators) for resolution time, escalation efficiency, and customer satisfaction.

• Provide ongoing training and skill development across all levels, ensuring Level 3 is equipped for advanced troubleshooting.
• Conduct performance reviews and coaching sessions for technicians at all levels.
• Act as the final escalation point for customer-impacting issues before engaging network engineering teams (Tier 2/3).
• Direct Level 3 technicians in diagnosing and resolving complex business circuit, VoIP, MPLS, and transport issues.
• Lead response efforts for major outages, coordinating between the NOC, field engineers, and Tier 3.
• Ensure thorough Root Cause Analysis (RCA) is performed for recurring or critical issues.
• Manage crisis communications for large-scale service disruptions, keeping customers and stakeholders informed.
• Ensure adherence to Service Level Agreements (SLAs) for response and resolution times at all tiers.
• Refine troubleshooting workflows and escalation procedures to improve efficiency.
• Work with Level 3 and Tier2/3 teams to identify and address systemic network issues.
• Implement automation and knowledge base improvements to reduce ticket volumes.
• Oversee Level 2 & Level 3 engagements with carriers customers for circuit troubleshooting.
• Manage escalation relationships with carrier NOCs, ensuring prompt resolution of backbone issues.
• Review carrier-provided test results (loopbacks, BER tests, OTDR scans) and provide to customers as needed.
• Engage vendors for hardware/software bug fixes, patches, or replacement equipment when needed.
• Ensure Level 3 technicians follow proper procedures for router, switch, and firewall configurations.
• Review and approve complex MACD (Moves, Adds, Changes, Deletes) requests handled by Level 3.
• Participate in capacity planning discussions to ensure the network can scale with business demands.
• Monitor team performance using ticketing and network monitoring tools.
• Generate reports on trending service issues, outage patterns, and resolution efficiency.
• Present insights to senior management and recommend service or network improvements.
• Analyze chronic issues and work with engineering teams on long-term fixes and optimizations.

Candidates must show:

• Ability to promote the Company culture and mission to all employees, vendors, clients and business partners.
• Product/Service knowledge: Remains up to date on the latest services and products we provide and has a clear understanding of how each work. Working knowledge of telecom network offerings such as Ethernet, TDM, DSL and Wireless access providers also required.
• Customer centric: Puts the customer first and creates a positive experience for the customer by building relationships and maximizing service/product offerings. Stays current with knowledge of products clients require and can foresee their future technology needs
• Accountability: Punctual and dependable to meet the needs of our customers. Has the ability to manage multiple projects and prioritize in a fast-paced changing environment.
• Critical Thinking and Problem Solving: Has the ability to assess an issue, provide creative solutions, and analyze if the solution was viable.
• Organizational support: Ability to follow company policies and procedures in accordance with contract/agreement(s) and Company Goals, completes administrative tasks thoroughly, accurately, promptly, and efficiently as possible with respect to human resources, financial management and profitability.
• Technical skills: Constantly strives to increase technical knowledge to improve training tools through latest product knowledge, industry knowledge, and research.
• Growth and Learning: Is curious and understands that learning is a lifelong endeavor. You own your learning and development, and you are committed to evolving

This is what you need to have:

• Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related field (preferred but not always required).

• 5+ years of experience in telecommunications provisioning, network operations, or service delivery.

• Strong knowledge of telecom provisioning processes for voice, data, and IP services (e.g., Ethernet, MPLS, SIP Trunking, SD-WAN, Broadband).

• Experience working with provisioning tools, order management systems, and carrier APIs.

• Understanding of Layer 2 and Layer 3 networking concepts, including VLANs, BGP, and QoS.

• Familiarity with telecom protocols (e.g., SIP, MPLS, TCP/IP, OSPF, BGP, SONET, DWDM).

• Ability to lead and mentor a team of provisioning specialists and TAC specialist.

• Strong decision-making and problem-solving skills, particularly in high-pressure situations.

• Experience managing SLAs, KPIs, and operational performance metrics.

• Project management experience, including coordination with multiple teams (e.g., engineering, sales, and field technicians).

• Strong verbal and written communication skills for customer and internal stakeholder engagement.

• Ability to handle escalations and manage customer expectations.

• Excellent organizational and multitasking skills.

• Customer-focused mindset with a commitment to service quality and process improvement.

If you are still interested and the values below resonate with you, apply today!

We Build Trust. We Are Respectful. We Are Accountable. We Win Together. We Lead with Care.

Teleguam Holdings LLC dba GTA is an Equal Opportunity Employer

Teleguam Holdings LLC, dba GTA is an Equal Opportunity employer dedicated to building an inclusive and diverse workforce as we see this is critical to the success of our company. Having diverse perspectives, experiences, and skills within our teams allows us to learn from each other and grow as individuals, which leads to better work and outcomes. Through our actions, our goal is to create long term impactful change throughout the company and our island community. However you identify or whatever background you come from, we welcome you to be a part of this change. We ask that you apply to a role that excites you and where you can bring your authentic, best self to work. Keep in mind that all aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Read more about our commitment to these principles in the Department of Labor's EEO notices and Guam Department of Labor notices.

Other applicable federal employment laws include Family Medical Leave Act (FMLA) and Uniform Services employment and Reemployment Act (USERRA).

Accommodations for Applicants with Disabilities

Teleguam Holdings LLC, dba GTA has always worked to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA. If you have difficulty using our online system due to a disability and need an accommodation, please email us at humanresources@gta.net or call us at (671) 644-0300.

This job announcement closes on Friday, April 4, 2025.