Under Sr. Manager leadership, manages and supervises a team of ten (10) Help Desk Technicians that provide phone and chat support internally for Frontier Communications employees company-wide. The position focuses on operations proficiency, employee management, working cross-functionally and driving performance leading to excellence in growth rate targets and delivery of 100% user satisfaction.The Help Desk Lead is the primary point of escalation for Support Technicians (direct reports) and is the liaison between the I.T. Help Desk and the rest of the I.T. organization. Team Lead is also responsible for the technical development of the Support Technicians through technical training, monitoring and audits, The Lead is wholly responsible for facilitating resolutions to technical issues and for the timely escalation of various other issues being assigned to the other support groups. They also own the Incident Management process with the goal of reducing downtime company-wide due to critical outages. As well as, maintaining accurate information in the company’s Self Service Portal and Self-Help knowledge base. The Lead is available to provide 24x7 support for issues requiring escalations after-hours and should have expert knowledge of the I.S. organization, as a whole, and the teams within it. They must have a very high level of knowledge of Windows OS/Mac iOS environments, corporate network infrastructure, and proprietary corporate applications in order to assist direct reports with troubleshooting issues. The Team Lead should possess very strong communication skills, both written and verbal and must be able to represent the I.T. Help Desk and Sr. Leadership in a positive and professional manner. The Help Desk Lead is experienced in Executive level support with a high level of knowledge of the company and the applications used within it.

Crisis Management/Incident Management (Including on-call support) - Responsible for coordinating all resources that are involved with managing Crisis-level Incidents, identifying root causes of these Incidents and working with other groups to provide long term solutions to eliminate/limit impact to the organization. Crisis Management functions as a group of traditional Systems Analysts who have taken on the role of supporting these incidents that impact the Frontier IT Infrastructure/Services. Coordinate and facilitate effective company incident/crisis preparedness, mitigation, response and recovery activities to minimize the impact of such incidents on the corporate community.(On-Call Support) Active in the rotation of 24x7 support for Incidents that require a Crisis Incident Bridge to be opened and manned by the Incident Manager after normal business hours. These issues are usually critical in nature and involve outages affecting a high number of end users. (Call centers, Central Offices, etc.)The Crisis/Incident Manager is responsible for the following:• Point of contact for coordinating Crisis response activities involving mission critical services. • Gathering all necessary resources on to the Conference Bridge to resolve the issue and minimize downtime.• Coordinating the recovery efforts by the support teams involved.• Making decisions regarding possible workarounds and their effect on business continuity.• Tracking the progress of Crisis events through Incident Trackers. The Incident Tracker is communicated via email to all teams being affected by the current in 15 minute intervals.• Making decisions regarding final resolution effectiveness and communicating them to all resources involved in the Crisis event.

Level 2 Support Analyst - The primary point of contact involving Incident Escalation for the Level 1 Analyst and the primary point of contact between the IT Support Center and remaining IT organization. The Level 2 Support Analyst is an experienced employee with a high level of knowledge of the company as a whole and the applications being used within the organization on a daily basis. The analyst maintains expert knowledge about the IT organization as a whole and how the groups within it are efficiently integrated. The analyst maintains a high level of knowledge of Windows based applications, Frontier specific applications and all things pertaining to the Frontier network, in order to assist the Level 1 analysts with their Incident troubleshooting.The Level 2 Support Analyst is responsible for the following:• The technical development of the Level 1 Analysts assigned to them (currently 5) through "live" technical monitoring (Tethering) and one-on-one coaching.• Escalation of time-sensitive, accurate and complete trouble tickets to all internal support/resolver groups in a timely manner.• Monitor the Level 1 phone queue and allocate resources/escalate Incidents according to call volume• Determine which Incidents to escalate to specific Support/Resolver groups and what priority they should be assigned. This also includes determining the level of customer impact for each Incident and whether escalation to the Crisis Management Team (Incident Manager) is necessary.• Knowledge Management through the use and maintaining of the TechWiki Knowledgebase. This wiki houses technical information relating to all systems/applications currently being used with the entire organization. • Monitor the Senior Support Center phone queue that exists to support Executive Support Technicians, Sr. Admins and Executive staff. Many of these incoming calls result in a Crisis Management Bridge being opened, mounting a coordinated effort to resolve these issue quickly.