Customer Support Manager Blue Ridge Networks
Blue Ridge Networks provides time-tested cyber security solutions to government and commercial enterprises to
easily and affordably protect against the prevalent vulnerabilities plaguing even the most advanced networks.
Headquartered in Chantilly, VA, Blue Ridge offers unmatched suite of reliable, scalable, certified, and easy to install
affordable solutions that enable secure remote access to the enterprise network with protection and control of
endpoints. Our unique, patented malware protection stops even unknown zero-day malware from damaging the
enterprise network or compromising enterprise data. With over 15 years of experience successfully protecting some
of the industry?s most sensitive networks, Blue Ridge?s non-disruptive approach to cyber security ensures a trusted
and managed network security environment in an untrusted world. From cloud computing to warfighter
communications to telework initiatives, Blue Ridge provides best-in-class real-time security any time, all the time.
Under general direction, the Customer Support Manager oversees the day to day operations of the support team and
provides regular feedback to its staff; monitors and reports on system(s) availability, key performance indicators and
service level performance; monitors and resolves escalated customer service issues.
The Customer Support Manager will report to the Director of Operations and will play an integral role in the success
of the group. Specifically s/he will be responsible for:
? Managing overall day to day operations of the support team; supervising support staff; hiring and training staff;
ensuring adherence to processes and procedures for the service desk
? Monitoring customer satisfaction survey results; identifying potential customer service problems and seeking
immediate resolutions; providing up-to-date process documentation and communicates project information to
? Providing routine feedback to management on service level agreements, and help desk best practices; working
with systems and network engineers to ensure available network and consistently detect and isolate network and
service level outages and impairments
? Performing other duties as assigned
? Assigning and maintaining schedules to ensure adequate help desk coverage
? Must possess strong presentation skills and be able to communicate professionally in written responses to
emails, RFPs, and when submitting reports;
? Demonstrated leadership skills, communication, analytical and problem solving skills, and short term and long
term planning skills
? Background in supervising and working in a help desk environment or managed service provider.
? Bachelor's degree or similar work experience
? Knowledge of ticketing systems; HEAT (Front Range) preferred
? Willing and able to roll up your sleeves when/if needed.
? In depth knowledge of Layer 2/3 networking,
? Industry Standard Firewall configuration and management
? Data Center Operations
? Firewall Experience; Cisco ASA, Palo Alto, Sophos (Astaro) preferred
? Experience with configuring routers, switches and networking devices
? Experience with Linux Operating Systems
? Hands-On experience with Cisco CL? Knowledge and experience of Windows Server 2003, 2008, Active Directory administration
||14120 Parke Long Court |
Chantilly, VA 20151