Manager, Realtime Support and Analytics

What Success Looks Like (Objectives): Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session Managing an IT technical support team responsible for real-time support of Boost Retail Wireless CXO agents requires resolving complex technical escalations, optimizing operational performance, and modernizing support workflows.

This role addresses systemic service bottlenecks, refines data-driven troubleshooting processes, and builds technical capabilities across wireless systems, databases, and APIs. Success depends on maintaining strict service level objectives while fostering a high-performing, analytical technical support culture. What Success Looks Like (Objectives): Direct and develop a team of Level 2 Advanced Technical Support Specialists to consistently achieve service level objectives and quality standards Investigate complex technical escalations using SQL queries, API response analysis, and targeted scripting to resolve service-impacting issues efficiently Implement data-driven monitoring processes that identify operational trends, isolate recurring systemic issues, and drive continuous improvement Design and deliver technical training programs that systematically expand team knowledge in wireless system diagnostics and operational tools Integrate AI-driven diagnostic and workflow tools to automate incident correlation, streamline knowledge retrieval, and decrease mean time to resolution Collaborate cross-functionally with internal IT engineering and support leadership to translate technical performance insights into customer service enhancements Core Skills, Competencies, and Key Experiences (What you’ll bring) Core Skills and Competencies (What you’ll bring): Deep domain expertise in wireless networks, retail IT systems, vendor portals, and complex technical troubleshooting methodologies Demonstrated experience supervising, coaching, and developing technical support teams within enterprise IT environments Advanced analytical capability using SQL and API diagnostic tools to query databases, analyze data patterns, and inspect system responses Ability to develop lightweight scripts and technical solutions to streamline operational tasks and resolve technical issues AI literacy and application skills to leverage modern AI tools for root-cause analysis, knowledge management, and pattern recognition Strong professional communication and collaborative problem-solving abilities to clearly convey technical findings to non-technical stakeholders Additional Qualifications: Experience with Snowflake database management and cloud-based data environments Prior experience within the telecommunications or wireless retail sector Minimum Requirements: Minimum Education: Bachelor’s Degree in Information Systems, Computer Science, Business, or a related field Minimum Experience: 5 years of experience in a business domain-focused IT application support role; 3 years of experience in a supervisory or management role in customer or