Manager I, Realtime Support And Analytics

Job Title

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Job Duties and Responsibilities

This role will be empowered to manage an IT technical support team responsible for real time support of internal Boost Retail Wireless CXO agents. This position will require strong leadership, technical expertise, and the ability to motivate and develop a high-performing team. The ideal candidate will possess in-depth knowledge of wireless technologies, troubleshooting techniques, and experience with managing and coaching technical support teams.

Key responsibilities include:

• Lead, mentor, and manage a team of Level 2 Advanced Technical Support Specialists, including performance reviews and development.
• Monitor team performance, identify trends, and implement corrective actions to meet SLOs and quality standards.
• Handle escalated customer issues and support team members with complex technical problems.
• Develop and deliver training programs to enhance technical skills and knowledge.
• Use data analysis tools (SQL, APIs) to assess performance, identify improvements, and drive data-informed decisions.
• Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies.

Skills, Experience and Requirements

Education and Experience:

Bachelor's degree in Information Technology, Business Administration, or a related field preferred. 5+ years of experience in a Customer Support role, preferably in the wireless industry. 3+ years of experience in a supervisory or management role in Customer Support.

Skills and Qualifications:

Domain expertise in Wireless Systems, networks and devices. Experience in using IT systems, tools and vendor portals to correlate and troubleshoot the underlying issues. Experience in working with IT groups to drive resolution on the issues. Experience in running SQL queries, Snowflake experience preferred. Experience in running APIs in tools like Postman. Experience in executing pre-defined scripts to resolve Customer issues. Solid written and verbal communication skills and the ability to articulate technical issues in terms of Customer behaviour. Be available to work onsite out of our Christiansburg, VA office. Be available to work on shifts and flexible hours (as per defined schedules) up to a maximum of 40 hours per week. Strong leadership, mentoring, and coaching skills. Excellent communication and interpersonal skills, both written and verbal. Strong analytical and problem-solving skills. Ability to work independently and as part of a larger group.

Visa sponsorship not available for this role. Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

Salary Ranges: Compensation: $72,350.00/Year - $80,000.00/Year.

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.

Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law.