Supv, Service Management Center; SMC

Candidates must reside within 50 miles of Anchorage, Alaska.

GCI's Supv, Service Management Center (SMC) will provide leadership and technical assistance in the Service Management Center (SMC), ensuring reliability, performance, and customer satisfaction with the company’s telecommunications network. Develop and lead teams that introduce impactful enhancements to processes, operations, and practices that support growth and revenue generation. Provide 24/7 oversight and multi-tiered troubleshooting, streamlining incident response processes, and driving one-call resolution with a strong customer experience focus.

• Fully own the mission, goals, operations, and results of the team and areas of responsibility.
• Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions company wide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
  • Establishing the vision and tone for the department, consistent with company culture and mission.
  • Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
  • Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
  • Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.
  • Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.

• Ensure prompt, consistent, high-quality troubleshooting and resolution of customer-impacting issues.
• Foster a culture of one-call resolution to enhance service quality and customer satisfaction.
• Lead multi-tiered troubleshooting efforts to resolve complex network issues and service disruptions.
• Drive effective communication that manages expectations with internal and external customers.
• Ensure adequate staffing and team coverage to consistently meet customer service demands.
• Champion ongoing training and development by equipping team with up-to-date technical knowledge and troubleshooting skills in alignment with policies, procedures, and security protocols.
• Establish, maintain, and grow productive customer relationships with strategic accounts across all business lines.

• Oversee real-time monitoring of the telecommunications network infrastructure, verifying proper operations and maintenance that supports service continuity.
• Ensure rapid and effective response to alarms, outages, and performance degradation.
• Develop and implement procedures for monitoring, troubleshooting, diagnosing, and escalating application, network, and service-related issues.
• Apply best practices and automation to enhance operational efficiency and reduce manual intervention.
• Align network operations with the company’s business strategies and service delivery standards.
• Deliver meaningful and repeatable service level metrics to support customer retention and performance transparency.
• Ensure accurate documentation is maintained and relevant databases are updated with troubleshooting outcomes and corrective actions.

• Leverage data analytics to identify trends, recurring issues, and opportunities for improvement.
• Analyze performance metrics and team feedback to inform strategic decisions, producing actionable reports for leadership.
• Develop and implement standardized procedures and optimized workflows to improve consistency, operational efficiency, and reduce errors and delays.
• Streamline workflows from alarm…