Technical Service Manager

Zayo Group

1d•Remote

About The Position

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises. Our Technical Service Manager (TSM) role is a critical customer‑facing function that enables white‑glove service delivery and ensures a seamless customer experience across Managed Services and Tier‑1 accounts. This position is essential to maintain operational quality, safeguard customer satisfaction, and protect key performance outcomes. Our TSM acts as the concierge for Tier‑1 customers, providing the highest level of engagement and operational oversight across service delivery, support, and lifecycle management. This role directly influences operational KPIs, customer satisfaction, and successful onboarding of Managed Services customers. Collaborating with our network engineering & operations teams, the TSM will refine and continuously improve practices, Knowledge Base articles, and automation - ensuring smooth adoption, increased resiliency, and operational excellence across the enterprise. NOTE: The team is open to this role working in a remote capacity within the United States.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, Communications or a related technical field.
Five to ten (5-10) years in technical support, service, or IT roles, with 3–5 years in an executive/customer success, supervisory, or managerial capacity.
Experience in the telecommunications industry, a plus
Proven ability to manage client relations, strong communication, project management, customer orientation, and the ability to work under pressure.
Experience in vendor management and technical documentation.
Deep understanding of IT infrastructure, network administration, security practices, and cloud technologies.
Knowledge of IT Service Management (ITSM) frameworks (ITIL, COBIT) and CRM/ticketing systems like Salesforce, Zendesk, Jira, or ServiceNow.
Excellent written and verbal communication skills.

Nice To Haves

Preferred certifications include ITIL v4 Expert/Master, Project Management Professional (PMP), or product specific certifications (Arista, Fortinet, Palo Alto, Versa).

Responsibilities

Perform all TSM responsibilities for Tier‑1 accounts, including:
Drive day-to-day Incident, Problem & Root Cause Analysis management
Owns Incident, Problem (+RCAs), and Service Level Management practices
Perform trend analysis and reporting on incidents, problems, RCAs, changes, and service level trends
Facilitate regular client service management / operations meetings
Prepare and present periodic metrics reporting reviews/improvements with IT teams
Drive continuous improvement through the identification of opportunities to enhance the quality, productivity, and culture of owned practices
Ensure end‑to-end ownership of the Managed Services Onboarding process:
Support Day-2 Service Assurance onboarding requests from Project Management Organization
Facilitate user acceptance testing for AIOPs alert to incident pipeline
Coordinate Service Deliver to Service Assurance handoff processes
Drive and improve monitoring of production services, platform, infrastructure, and other critical services
TSM ensures Problem Management follow through and the continuous improvement through the identification of opportunities to enhance the quality, productivity, and culture of owned practices. This role is essential to maintaining service onboarding velocity, operational efficiency, and the high‑touch customer experience expected by Zayo’s strategic accounts.