Grissom Contracting, a leading roofing contractor based in Denver, is dedicated to providing exceptional service and quality craftsmanship that homeowners can trust. Our commitment to customer satisfaction has positioned us as a reputable company in the industry since 1999. As we enhance our support services, we are looking for a Help Desk Manager to lead our technical support team. The Help Desk Manager will be responsible for overseeing the support operation, ensuring that our employees and stakeholders receive timely and effective assistance with technology-related issues. This role is vital in maintaining the efficiency of our technical systems and providing a seamless experience for our team. If you have a passion for problem-solving and a background in IT support, we invite you to become an integral part of our dynamic team at Grissom Contracting. Responsibilities - Manage and lead the Help Desk team, ensuring the delivery of high-quality technical support to all employees. - Oversee the resolution of technical issues by providing appropriate guidance and support. - Develop and implement help desk policies, procedures, and best practices to improve efficiency and customer satisfaction. - Monitor help desk performance metrics, analyzing data to identify trends and areas for improvement. - Collaborate with IT and other departments to enhance system processes and address technical challenges. - Stay current with technology trends and tools to effectively recommend upgrades and improvements. - Provide training and support to team members to improve service delivery and technical knowledge.

Grissom Contracting, a leading roofing contractor based in Denver, is dedicated to providing exceptional service and quality craftsmanship that homeowners can trust. Our commitment to customer satisfaction has positioned us as a reputable company in the industry since 1999. As we enhance our support services, we are looking for a Help Desk Manager to lead our technical support team. The Help Desk Manager will be responsible for overseeing the support operation, ensuring that our employees and stakeholders receive timely and effective assistance with technology-related issues. This role is vital in maintaining the efficiency of our technical systems and providing a seamless experience for our team. If you have a passion for problem-solving and a background in IT support, we invite you to become an integral part of our dynamic team at Grissom Contracting. Responsibilities - Manage and lead the Help Desk team, ensuring the delivery of high-quality technical support to all employees. - Oversee the resolution of technical issues by providing appropriate guidance and support. - Develop and implement help desk policies, procedures, and best practices to improve efficiency and customer satisfaction. - Monitor help desk performance metrics, analyzing data to identify trends and areas for improvement. - Collaborate with IT and other departments to enhance system processes and address technical challenges. - Stay current with technology trends and tools to effectively recommend upgrades and improvements. - Provide training and support to team members to improve service delivery and technical knowledge.

• Provide tier-one customer support to students, faculty, and staff at Pennsylvania State University • Respond to phone calls, chat support, and email tickets • Address and resolve inquiries while completing appropriate tracking within an incident tracking tool • Contribute to documentation and frequently asked questions (FAQs) • Participate in assigned projects and tasks

About Lumen Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. The Role We are looking for UC&C Technology Architects who are passionate about leveraging technology innovation for the betterment of humanity. This exciting customer-facing Technology Architect role will work in partnership with our Sales, Solution Engineering & Customer Success Executives, leading innovative conversations that help shape the growth of our enterprise customers. Technology Architects design and architect solutions utilizing our technology services platform. The successful Technology Architect must have a strong desire to leverage their technical and sales skills, including business acumen, to understand business requirements, develop a technical sales strategy, and effectively present solutions that address our customers’ requirements and provide business value. The Main Responsibilities - Specialized Solution Design: This role is the go-to expert for Solution Engineers at Lumen when very deep knowledge and experience is needed for UC&C. Clarifies ambiguous requirements with sales and clients, ensuring the solution resolves underlying client issues. Provides guidance and alternatives to customer’s requirements. May interpret customer requirements based on limited information. - Specialist Expertise: Within UC&C, provide on-demand design, solution best practices and industry expertise to the sales teams during the Learn/Buy/Get phases of the customer lifecycle experience. By proactively pulling in other specialists, expand the solution to be cross functional and multi-product. Follows industry technology trends through self-study and formal training and shares this knowledge with the teams they support along with their peer groups. - Product Partnership: Partners with Product Management in areas of process and design improvement within specific product area and contacts impacted departments to recommend potential solutions. Proactively provides input on strategic and tactical plans for new product development to teams across the organization. - Customer Meetings: Leads and/or attends customer meetings in person and via collaboration tools. Prepares and delivers technical proposals and presentations with the appropriate level of business acumen for the audience. Provides broad scope responses to solution and technology questions. Demonstrates advanced solution selling abilities and effective, pro-active customer communications. Interacts with all levels of customer's management team. - Custom Solutions: Exceptional understanding of UC&C technical and product boundaries and understanding of multi-product solutions and how these products interact with each other as to what is standard, what is available via special approval process, and what is not able to be provided. Partner with account team to shepherd custom requirements through sign-off process. Sales Enablement: Works to self-enable the Sales Teams by freely sharing knowledge of process, key contacts, technology, and product for UC&C solutions, over the phone, in writing or through live trainings. What We Look For in a Candidate What We Look For in a Candidate • Education: Bachelor's Degree in Engineering, Physics, Computer Science, related fields or equivalent industry experience in the private sector or military • Work experience: 5 years of relevant job experience. • General Experience: Pre-sales role responsible for needs identification, qualification, and solutions design with Zoom UC & Phone, Webex Meetings & Calling, Microsoft Direct Routing, Cloud UC solutions, Cloud SBC solutions, Advanced Analog Replacement solutions, SIP Trunking Solutions, Carrier PSTN Infrastructure, IP/Data Networking. • Technical Knowledge: Demonstrated understanding of advanced UC&C applications across multiple product areas with extensive knowledge of competitive offerings and trends. • Communication: Ability to independently orchestrate & lead discussions with clients across many levels including C-level, VPs and Directors within IT. • Sales Ability: Proven track record of success attaining sales quota through leveraging technical relationships to up-sell existing customers and calling on new leads/prospects to generate business within an assigned territory utilizing solution selling methodologies. • Communication: Advanced written and verbal communication skills. Proven ability to work with multiple levels of decision making. Clearly articulate technical solutions in writing, on the phone, using video, or in person. • Problem Solving: Expert problem-solving skills and ability to methodically understand and resolve complex issues across multiple products to integrate into a seamless customer solution. Must demonstrate the ability to focus ambiguous customer needs into specific, deliverable requirements. Must demonstrate creative solution development. • Work Style: Ability to work independently, part of a team or pull together and lead a team to build complex customer solutions. Must be able to build strong team relationships and easily transfer technical information. Ability to work under pressure with tight deadlines and on multiple projects simultaneously. Must be very detail oriented and demonstrate a high degree of accuracy. Attention to detail with good organizational capabilities. Ability to prioritize with good time management skills. • Presentation Skills: Must possess expert level communication skills capable of creating engaging proposals and presenting them to customers at any level of expertise. • Computer Skills: Advanced knowledge and usage of computer business applications such as Outlook, Word, Excel, Visio, and PowerPoint required. • Industry certification: In one or more specialized technologies. • Desired Skills: Experience in solution consulting - ITIL. • Some travel required. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors Location Based Pay Ranges: $115,763 - $154,350 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $121,559 - $162,068 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $127,344 - $169,785 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn more about Lumen's: - Benefits - Bonus Structure #LI-Remote Requisition #: 340539 Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.