Shenandoah Telecommunications Company (“Shentel”) specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities. For more information, please visit www.shentel.com.
Job Summary:
The Specialist Managed Services Sr is considered an advanced Individual Contributor / Technical Lead. This role acts as a trusted technical advisor and escalation point for complex services and key customers. The individual leads technical oversight for service turn-ups and lifecycle readiness, proactively identifies risks, and drives resolution across Engineering and Operations. In addition to customer-facing responsibilities, the role influences process improvements, mentors junior staff, and ensures consistent execution of service delivery standards. Periodic travel and on-site customer engagements are required.
Job Responsibilities:
Technical & Engineering Oversight
• Serve as the primary technical authority for complex customer services and managed service offerings
• Lead validation of service architectures, configurations, and operational readiness
• Proactively identify systemic risks and improvement opportunities
Managed Services & Customer Enablement
• Define standards for customer documentation, training materials, and enablement approaches
• Lead advanced onboarding, architecture reviews, and lifecycle planning sessions
• Lead executive-level customer discussions and technical reviews
Operations & Service Readiness
• Partner with Engineering and Operations to improve service readiness and support
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• Lead post-turn-up and post-incident reviews and recommend improvements
• Lead cross-functional delivery efforts for complex or high-visibility services
Qualification Requirements:
• Education: High School Diploma or equivalent is required. A Bachelor’s degree in a related field is preferred.
• Experience Level: Three to five years of Project Management and network technologies experience is required. Five to seven years of customer engagement experience is also required.
Job Skills and Certifications:
• Cisco, MEF, and similar industry certifications preferred but not required.
Technical & Engineering Skills
• Advanced understanding of service provider technologies, including IP, MPLS, Ethernet, transport, and access networks
• Strong grasp of core and edge architectures and service design principles
Operations & Service Management
• Extensive experience working with NOC, Operations, and Service Delivery teams
• Strong understanding of SLAs, incident management, escalation, and maintenance planning
Communication & Training
• Excellent written and verbal communication skills
• Proven ability to lead customer technical discussions and internal reviews
• Ability to develop advanced training materials and mentor others
Project Management & Organization
• Proven ability to lead complex, cross-functional efforts
• Experience managing dependencies, risks, and escalations across teams
Personal Attributes
• Strong customer advocacy balanced with operational and technical discipline
• Comfortable leading across Engineering, Operations, and customer-facing teams
• Highly proactive, self-directed, and accountable
Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.
If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or [email protected]. When you contact a HR Representative please identify the type of accommodation or assistance you are requesting. We will assist you promptly.
Skills Required
- High school diploma or equivalent
- Bachelor's degree in a related field
- Three to five years of project management and network technologies experience
- Five to seven years of customer engagement experience
- Advanced understanding of service provider technologies, including IP, MPLS, Ethernet, transport, and access networks
- Strong understanding of core and edge architectures and service design principles
- Experience working with NOC, Operations, and Service Delivery teams
- Understanding of SLAs, incident management, escalation, and maintenance planning
- Excellent written and verbal communication skills
- Ability to lead customer technical discussions and internal reviews
- Ability to develop advanced training materials and mentor others
- Experience leading complex, cross-functional efforts and managing dependencies, risks, and escalations
- Cisco, MEF, or similar industry certifications
What We Do
Shenandoah Telecommunications Company (Shentel) is a regional telecommunications provider serving residential, commercial, enterprise, and wholesale customers across eight eastern U.S. states. It delivers broadband internet, video, and voice over fiber-optic and hybrid fiber-coaxial networks, and also provides Ethernet, dark-fiber leasing, wavelength services, managed networking, and rural local-exchange telephone services. Its Glo Fiber brand supplies fiber broadband to homes and businesses.
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