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Director, Support Services

Fargo, ND 58104

Posted: 07/10/2024 Division: Professional Job Number: 24921

Job Description

Director, Support Services

Join a leader in technology infrastructure, specializing in carrier services, phone systems, and video solutions. We empower businesses with high-speed network support and comprehensive communications systems, backed by superior customer service. Enjoy competitive compensation, comprehensive benefits, and a supportive work environment promoting work-life balance.

Location: Fargo, ND
Type: Direct Hire, Full Time
Compensation: $80k - $100k/year, DOE; comprehensive benefits package

Position Overview:
  • Direct operations of Customer Support and PBX Call Center, fostering accountability and continuous improvement.
  • Manage Customer Support cases and revenue quotas, ensuring SLAs are met through data analysis and forecasting.
  • Coordinate effectively with ISPs, property management groups, and stakeholders to minimize service disruptions and manage licensing and software updates with Mitel.
  • Provide expert guidance, enhance SOPs, and ensure operational efficiency.
  • Utilize data for troubleshooting complex issues, ensuring SLA adherence and quality standards.
  • Mentor and develop support agents, fostering skill enhancement and knowledge sharing.

Characteristics of a Successful Candidate:
  • 5+ years in voice communications operations, including PBX, IP Telephony Management, and vendor coordination.
  • 5+ years managing teams, with proficiency in network fundamentals (wireless, VLANs, routing/switching, firewalls).
  • Excellent communication and remote team management skills.
  • Certifications in Mitel, CCENT, CCNA, CCNP, Network+ preferred.
  • Familiarity with SIP protocol desirable.

How to Apply:
  • Contact: Josh at (701) 293-6905
  • Email: josh@pesfargo.com
  • Visit Us: 2605 42nd St. South in Fargo, ND
  • Office Hours: Monday through Friday from 7:30am-5:00pm

Preference Employment Solutions is a local employment company successfully assisting job seekers for over 30 years! We are FREE and CONFIDENTIAL. Preference Employment Solutions is an equal opportunity employer.

Meet Your Recruiter

Josh Kohl
Professional Staffing Consultant

“Apply yourself and work hard NOW. Don’t coast.” This is something that our teammate, Josh, has learned from the many roles he has had throughout his career. Although most of our employee-owners have fun stories to tell about their introduction to Preference, Josh’s is certainly the most unique. In between gigs as a professional opera singer, he would fill his time doing temporary assignments for our administrative team, and when we identified an internal need for someone to support our consultants, we asked Josh to join our team. He currently performs a variety of tasks such as sourcing and interviewing candidates, posting positions to our job boards, and acting as our tech liaison! What he enjoys most about this profession is collaborating and connecting with people both internally and externally while constantly learning new things.


What are your interests/hobbies outside of work?

My wife, Katie, and I, along with our son Foster, bought an old (1928) house a few years ago, so much of our free time is spent on renovations. My favorite sport is baseball, and I love watching tv/movies. I am a runner and have run 2 half-marathons. I love to cook, and I love coffee, wine, beer, whiskey…you name it! Time with family is the most important thing.

What inspires you?

Seeing others show selflessness and empathy toward others.

What are your top 3 life highlights or personal accomplishments?

  1. The birth of my son, Foster
  2. Hitting a home run in high school
  3. Succeeding as a professional musician. It’s taken me to so many beautiful places and I’ve met so many interesting and wonderful people along the way.
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About Fargo, ND

Discover your next career opportunity in the vibrant area surrounding Fargo, North Dakota! From the bustling downtown scene to the serene Red River, this region offers a perfect blend of city life and outdoor adventures. Embrace the charm of Fargo with its unique culture, thriving arts scene at the Plains Art Museum, entertainment options at the Fargo Theatre, and the excitement of Bison football games at the Fargodome. Indulge in the local fare of hotdish and lefse while enjoying the beauty of the Red River Greenway or exploring the bonanza of outdoor activities at Lindenwood Park. Join us in Fargo, where professional growth meets an irresistible charm that will make you feel right at home. Explore our job listings today and take the next step in your career journey!