National Data Center Support Manager

Sentinel•Downers Grove, IL

1d•Hybrid

About The Position

Sentinel is seeking a Data Center Support Manager to join our team. This role will be to directly manage the support engineering team with regards to daily operational activities of servicing customer incident and change request, while ensuring tickets are closed within SLA and are meeting customer expectations. This role will serve as direct escalation point for customers and engineers. In addition, the Manager will be responsible for select accounts for regular operations status meetings and account management. Additional responsibilities include but are not limited to maintaining staffing levels, managing new customer onboarding and serving as a mentor to engineers. This is a full-time opportunity that can be remote but will require occasional onsite support in our Downers Grove, IL headquarters.

Requirements

Previous technical management experience required.
Prior Technical experience/knowledge in data center technologies.
Understanding and leveraging production and customer metrics to grow staff and customer loyalty.
Reviewing and monitoring team financials to meet company targets.
Excellent customer service experience.
Excellent verbal and written communication skills for both internal and external viewing.
The candidate must have a car, as this position requires travel between location and the transportation of equipment.
A valid driver’s license and proof of vehicle insurance will be required.
Legally authorized to work in the US without sponsorship.
Must demonstrate a “can-do” attitude.
Display "ACE" factor – Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service.

Nice To Haves

Within a Managed Service organization preferred

Responsibilities

Directly manage the support engineering team with regards to daily operational activities of servicing customer incident and change request.
Ensure tickets are closed within SLA and are meeting customer expectations.
Serve as direct escalation point for customers and engineers.
Be responsible for select accounts for regular operations status meetings and account management.
Maintain staffing levels.
Manage new customer onboarding.
Serve as a mentor to engineers.