The TAC Manager reports to the Director, Managed Services and is responsible for managing a team of TAC employees. This role ensures that TAC employees are hitting all necessary KPIs and customer service standards set by Meriplex to ensure client satisfaction. Additionally, the TAC Manager is responsible for upholding all SLA agreements and for ensuring the execution on all contractual obligations.

Managerial Duties

The role of manager is critical to the overall success and growth of Meriplex Communications. As a manager you are responsible for the oversight and operational and strategic direction of your department and team. This includes but is not limited to the following:

• Onboard, train, and develop team members in their role and within departmental and organizational processes and systems.
• The facilitation of performance management processes, establishment of performance expectations, and evaluations.
• Establishment and oversight of department goals and strategies to support key performance indicators (KPI’s)/success indicators.
• Assess, improve, and manage departmental processes/systems to promote effective delivery of service(s).
• Management of the day-to-day operational needs of team members and their workflows.
• Partner with cross-functional departments, promoting collaboration and effective communication practices.
• Serve as the Subject Matter Expert (SME) to team members, engage in the facilitation of escalated needs, and support problem resolution.
• Adhere to and support HR administrative policies and procedures.
• Manage assigned fiscal duties and budgetary responsibilities for department and team in accordance with the Finance department.

Key Responsibilities:

• Accountable for ensuring all agreed upon customer SLAs and agreed upon contractual Meriplex responsibilities are met.
• Ownership for maintaining direct communication with customer leadership to ensure that the highest level of customer satisfaction is achieved.
• Oversee the team’s application and management of contractual SOP’s for each customer.
• Manage and maintain revenue of assigned customer accounts.
• Serve as operational SMEs within assigned customer base.
• Ability to communicate and demonstrate knowledge and use of all core products within managed services.
• Responsible for collaborating with other product support specialists to learn additional skills and procedures to be an asset to adjacent teams.
• Anticipate, identify, and develop growth opportunities for team members.

Knowledge, Skills, & Abilities:

• Ability to maintain professional training schedules to ensure that employees have correct skillset to manage workload.
• Ability to drive accountability through department.
• Ability to communicate with all ranks of employees.
• High level of professionalism and ability to communicate effectively with client leadership.

Education & Experience:

• Leadership and Management experience required.
• Technical background is strongly preferred.
• Maintain strong relationships with Meriplex onsite employees to enhance company connections.
• Willingness to travel as needed to support field resources.
• Strong leadership and accountability.

Physical Demands:

Sedentary Work – Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.