Manager I, Realtime Support and Analytics

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.

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.

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

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

Education and Experience:

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

Skills and Qualifications:

• Domain expertise in wireless systems, networks, and devices with strong analytical and problem-solving skills

• Experience running SQL queries, with Snowflake experience preferred

• Proficiency with API tools like Postman and executing pre-defined scripts to resolve customer issues

• Strong written and verbal communication skills, with the ability to explain technical issues in customer-facing terms

• Proven leadership, mentoring, and coaching abilities to support team growth

• Ability to work independently and collaboratively within larger teams

• Be available to work on shifts and flexible hours (as per defined schedules) up to a maximum of 40 hours per week

Visa sponsorship not available for this role

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.