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Lumen Senior Manager Operations - Work from Home US in Jefferson City, Missouri

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Responsible for leading a team of support engineers who possess a network and/or hosting engineering background in support of standard and non-standard Lumen product offerings. This Manager will implement ITIL business strategies to improve service support, efficiencies and customer experience through perpetual operational quality review and improvements. This technologist and member of the Lumen management staff will need to execute the organization’s vision and drive the support staff to achieve the corporate goals and objectives. As a leader for this support team, it will be necessary to work closely with the Service, Command, Problem Management, and Automation Centers to improve customer experience through Incident, Knowledge and Problem Management.

This is Work From Home at any US based location.

Position Objectives:

  • Deliver superior customer service through professional, comprehensive, and timely resolution of escalated incidents and requests

  • Lead support management team through regularly scheduled performance reviews

  • Develop and execute programs that lead to improvements in support and request process/execution

  • Drive improvements in change and incident management

  • Ensure successful management of daily support operations

  • Maintain and improve Customer Satisfaction ratings

  • Identify and drive automation opportunities

The Main Responsibilities

  • Implement business strategies that will increase efficiency, reduce cost, and improve customer experience

  • Ensure identification, resolution, or escalation of client issues according to procedural documentation and training

  • Monitor support performance relating to the management of incidents to resolution in a timely manner

  • Lead automation activities by prioritizing time savings customer experience improvements

  • Error resolution improvements and monitoring

  • Serve as an escalation point for both internal and customer operational related issues when required

  • Participate in the onboarding and transition of new accounts and team members

  • Identify and manage resource workload constraints

  • Ensure customers and internal business units are aware of major incidents

  • Develop new frameworks to standardize operating procedures

  • Communication:

  • Keep team well informed of changes within the organization

  • Obtain and provide timely updates to/from relevant parties

  • Deliver engaging, informative, well-organized presentations

  • Understand how to communicate difficult/sensitive information tactfully

  • Hold regular status meetings with team as well as individual 1:1s

What We Look For in a Candidate

Required skills:

  • 3-5 years team leadership experience in an enterprise, IT, or service provider environment

  • Previous application of industry best practices for support and process development and adherence

  • Ability to coordinate, orchestrate, and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment

  • Ability to effectively command control of crisis situations

  • Excellent verbal, written and analytical skills

  • Strong analytical, diagnostic, problem solving and communication skills

  • Familiarization with ITIL guidelines and practices

  • Incident Management experience

  • Exceptional formal writing skills relative to technical communication

Desired skills:

  • Experience with Python and/or other scripting languages

  • Technical certifications in areas of technical expertise

  • Previous hands on experience with one or more of the following Network and Systems hardware platforms:

  • Juniper routers and Switches

  • Systems OS’s such as RHEL or Microsoft Windows

  • Virtualization experience with VMWare and/or OpenStack

  • Kubernetes, Docker, or any other container technologies

  • Hardware and firmware exposure in virtual and physical systems environments

Education or Equivalent Experience:

  • Bachelor’s degree or equivalent experience in related fields

  • Certification or previous network and systems experience or associated fields

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 252035

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information 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. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

Salary Min :


Salary Max :


This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.