Manager I, Realtime Support and Analytics

Job Description

Company Summary

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Department Summary

Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow.

Job Duties and Responsibilities

This role will be empowered to manage an IT technical support team responsible for real time support of internal Boost Retail Wireless CXO agents. This position will require strong leadership, technical expertise, and the ability to motivate and develop a high-performing team. The ideal candidate will possess in-depth knowledge of wireless technologies, troubleshooting techniques, and experience with managing and coaching technical support teams.

Key Responsibilities:

• Lead, mentor, and manage a team of Level 2 Advanced Technical Support Specialists, including performance reviews and development
• Monitor team performance, identify trends, and implement corrective actions to meet SLOs and quality standards
• Handle escalated customer issues and support team members with complex technical problems
• Develop and deliver training programs to enhance technical skills and knowledge
• Use data analysis tools (SQL, APIs) to assess performance, identify improvements, and drive data-informed decisions
• Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies

Skills, Experience and Requirements

Education and Experience:

• Bachelor's degree in Information Technology, Business Administration, or a related field preferred
• 5+ years of experience in a Customer Support role, preferably in the wireless industry
• 3+ years of experience in a supervisory or management role in Customer Support

Skills and Qualifications:

• Domain expertise in Wireless Systems, networks and devices
• Experience in using IT systems, Tools and Vendor Portals to correlate and troubleshoot the underlying issues
• Experience in working with IT groups to drive resolution on the issues
• Experience in running SQL queries, Snowflake experience preferred
• Experience in running APIs in tools like Postman
• Experience in executing pre-defined scripts to resolve Customer issues
• Solid written and verbal communication skills and the ability to articulate technical issues in terms of Customer behaviour
• Be available to work onsite out of our Christiansburg, VA office
• Be available to work on shifts and flexible hours (as per defined schedules) up to a maximum of 40 hours per week
• Strong leadership, mentoring, and coaching skills
• Excellent communication and interpersonal skills, both written and verbal
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a larger group

Visa sponsorship not available for this role

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

Salary Ranges

Compensation: $72,350.00/Year - $80,000.00/Year
Benefits

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.

EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )