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Provide day-to-day direction to the onsite team, establishing priorities, assigning work, and monitoring workload.
Maintain staffing and backup coverage plans, coordinating onboarding and training.
Lead operational meetings covering priorities, incidents, requests, changes, risks, and customer concerns.
Set role expectations, monitor work quality, provide coaching, and address performance concerns.
Promote a high-touch service model, build relationships with customer stakeholders, and implement feedback.
Serve as the initial management escalation point for delivery concerns and coordinate incidents and changes.
Provide management oversight for UC deployments and migrations, coordinating all phases of the process.
Ensure compliance with customer procedures, Black Box processes, and service-management standards.
Report on onsite activity, service performance, risks, and accomplishments.
Evaluate workflows and feedback to improve efficiency and quality, and establish cross-training.

Bachelor’s degree in information technology or related field preferred, or equivalent relevant experience.
8+ years supporting enterprise UC, telephony, contact center, or managed-service environments.
3+ years of people-management or onsite team-leadership experience preferred.
Strong Zoom Workplace, Zoom Phone, and Zoom Contact Center experience.
Experience participating in or leading enterprise UC migrations.
Cisco Unified Communications experience preferred.
Experience managing onsite operations, staffing coverage, customer escalations, service quality, performance accountability, documentation, and continuous improvement.
Knowledge of networking and telephony dependencies.
Proficiency with Microsoft Office, Outlook, SharePoint, ServiceNow, and related service-delivery tools.

8+ years supporting enterprise UC, telephony, contact center, or managed-service environments
3+ years of people-management or onsite team-leadership experience preferred

Bachelor’s degree in information technology or related field preferred, or equivalent relevant experience.

Manager - Zoom UC Delivery at Black Box

Manager - Zoom UC Delivery