TAC Manager

About the team:

Our TAC Team consists of tech-savvy individuals who are always ready to help. We take on simple to complicated customer phone problems to quickly and accurately diagnose and repair issues in a timely fashion. This is a technological role that is perfect for those who thrive with both customer interaction and heads-down troubleshooting in a demanding, fast-paced environment. Our team brings people closer to family and friends through technology which is inspired by a culture that puts people first. 

We are:

• User-friendly 
  


• Technology driven 
  


• Solution orientated 
  


• Knowledgeable with GTA’s service delivery – Network to customer device 
  


• The best TECH support team on island 

Who we are looking for:

We are looking for a strategic, hands-on leader to drive the success of our Technical Assistance Center within GTA’s Client Services department. The right candidate for the TAC Manager is a customer-focused problem solver who thrives on improving processes, leading high-performing teams, and using data to elevate service delivery. You should be able to bring strong technical knowledge of end-user systems, a passion for operational excellence, and the confidence to collaborate across departments to deliver an exceptional customer experience.

If this sounds like you, this is what the role looks like:

As the TAC Manager, you will lead and elevate the Technical Assistance Center by setting the strategy, strengthening operational standards, and guiding a high-performing team to deliver exceptional customer support. You will oversee daily operations, analyze performance data to drive continuous improvement, develop and enforce policies and service standards, and ensure seamless technical assistance across end-user devices and related resources. Through strong leadership and cross-functional collaboration, you will create a service environment that is efficient, responsive, and customer focused.

• Lead and continuously improve the Technical Assistance Center to ensure efficient, high-quality support aligned with GTA’s strategic goals.


• Oversee daily TAC operations, including on-site and remote support for desktops, operating systems, mobile devices, and audio/video equipment.


• Develop, implement, and refine service standards, policies, and procedures to enhance performance and customer satisfaction.


• Monitor and analyze support metrics, ticket trends, and performance data to drive process improvements and service excellence.


• Recruit, develop, and lead a high-performing technical support team through coaching, evaluations, and professional growth opportunities.


• Collaborate cross-functionally to strengthen partnerships, support organizational initiatives, and advance company-wide technology efforts.


• Stay current on emerging technologies and industry trends to support innovation and continuous improvement.


• Address escalated issues, resolve complex challenges, and exercise sound judgment in decision-making.


• Perform additional duties as needed to support business objectives.
  

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Candidates must show: 

• Ability to promote the Company culture and mission to all employees, vendors, clients, and business partners


• Technical skills – Working knowledge of computer systems/software and computerized billing


• Effective communication skills


• Oral presentation skills – Comfortable with delivering briefings and reports to colleagues, conduct training sessions, and any other tasks related to speaking in front of an audience


• Strong organization skills with an ability to prioritize and plan work activities, uses time efficiently, organizes or schedules other people and their tasks, and be able to work in a fast-paced environment; must be detail-oriented and accurate in work


• Attendance/Punctuality – Consistently at work and on time for scheduled shift and department or customer scheduled meetings; ensures work responsibilities are covered when absent.


• Decision-making – Makes sound, well-informed, fact-based decisions and seeks guidance when needed.
  

Here’s what you need to have:

• Minimum High School Diploma or Equivalent/GED; Associate's or Bachelor's degree preferred.
  


• Minimum two (2) years of customer-facing experience in the telecommunications industry with an Associate’s or Bachelor’s degree, or five (5) years of relevant experience with a High School Diploma/GED.
  


• Professional, customer friendly and amenable personality


• Knowledge of telecommunications industry preferred


• Good analytical skills and a strong attention to detail


• Strong knowledge with computers and MS Office (Word and Excel)


• Time management skills


• Ability to multi-task, prioritize and manage tasks simultaneously


• Strong self-starter, fast learner, quality conscious and committed to deadlines


• Strong written, oral communication skills to include presentation skills and interpersonal skills


• Ability to motivate


• Ability to work in a fast pace environment


• Regular, punctual, and consistent attendance


• Able to work flexible hours; including weekends and holiday

Still Interested? Apply today!

GTA Val-You’s:

Our Customers Matter. Build Trust Through Respect. Be Accountable. Learning is Growth. Lead with Care. Win Together. Be a Game Changer.

Teleguam Holdings LLC dba GTA is an Equal Opportunity Employer

Teleguam Holdings LLC, dba GTA is an Equal Opportunity employer dedicated to building an inclusive and diverse workforce as we see this is critical to the success of our company. Having diverse perspectives, experiences, and skills within our teams allows us to learn from each other and grow as individuals, which leads to better work and outcomes. Through our actions, our goal is to create long term impactful change throughout the company and our island community. However you identify or whatever background you come from, we welcome you to be a part of this change. We ask that you apply to a role that excites you and where you can bring your authentic, best self to work. Keep in mind that all aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Read more about our commitment to these principles in the Department of Labor's EEO notices and Guam Department of Labor notices.

Other applicable federal employment laws include Family Medical Leave Act (FMLA) and  Uniform Services employment and Reemployment Act (USERRA).

Accommodations for Applicants with Disabilities

Teleguam Holdings LLC, dba GTA has always worked to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA. If you have difficulty using our online system due to a disability and need an accommodation, please email us at [email protected] or call us at (671) 644-0300.