Manager, Support Operations (Remote/Evening Shift)

DataBank (DataBank Holdings)•Dallas, GA

4d•Remote

About The Position

The Manager, Support Operations is a member of the Managed Services team and reports to the Sr. Director, Support Operations. This position manages, directs, and oversees the Support Operations team, providing guidance to help meet organizational and team goals while delivering high-quality customer service. The manager also helps establish processes and procedures and leads the team responsible for first-line support, monitoring, and maintenance of a diverse server and network infrastructure in accordance with company and customer SLA requirements. The role calls for a strong communicator who can support and maintain systems in an enterprise environment, take direction from senior management, and identify opportunities to improve and stabilize the environment and make daily processes more efficient. Occasional travel is required, and flexible schedules may be needed.

Requirements

Excellent communication and collaboration skills.
At least 3 years of management experience.
At least 10 years of experience in the Information Technology field.
At least 2 years of experience supporting web services such as Apache, IIS, or NGINX.
At least 5 years of experience administering Windows and/or Linux operating systems in an enterprise environment.
At least 5 years of network administration experience, including WAN, LAN, DNS, and DHCP.
Strong working knowledge of TCP/IP, DNS, and DHCP.
Working knowledge of database technologies, specifically MS SQL and MySQL.
Working knowledge of backup/business continuity software administration, such as Veeam, Commvault, Zerto, or Actifio.
Working knowledge of VMware vCenter and Cloud Director.
Experience with load-balancing and traffic management technologies.
Hands-on experience with network monitoring tools.
Superior customer service skills when interacting with customers and DataBank staff.
Strong written and verbal communication skills and comfort preparing documentation of team procedures and guidelines.
Analytical and detail-oriented, with the ability to prioritize, execute, and meet deadlines.
Ability to work flexible schedules when required.
Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities.
Self-starter able to excel in a team environment at a growing and dynamic enterprise.
Nonpolitical team player able to build immediate credibility with all teams.
Occasional travel is required.

Nice To Haves

Experience with ScienceLogic.
Experience with ColdFusion.
One or more of the following certifications: Network+, CCNA, A+, or Security+.
Microsoft certifications.
Linux certifications.
VMware certification.

Responsibilities

Manage the Support Operations Technical Engineers.
Develop a strategy for providing focused support services.
Ensure the team meets customer and departmental OLA and SLA requirements.
Ensure prompt support for customer incidents submitted through the DataBank portal or by phone.
Create and evaluate weekly and monthly reports on response times, customer satisfaction surveys, Net Promoter Scores, and call volume.
Ensure appropriate escalation between support tiers and other DataBank teams.
Oversee operating system patching and management of scheduled tasks.
Oversee system decommissioning.
Evaluate workflows and processes and pursue continual improvements.
Provide escalation services for customer escalations.
Promote customer satisfaction by encouraging fast initial response times.
Oversee and approve the team’s hourly employees.
Act as incident commander for critical events and maintain open, frequent communication.
Manage personnel onboarding and offboarding.
Provide career development plans for team members.
Keep the team focused on its mission and organizational goals.