[Remote] Manager, Support Operations (Remote/Second Shift)

Note: The job is a remote job and is open to candidates in USA. DataBank is hiring a Manager, Support Operations to lead its Managed Services support team and oversee first-point support for server and network infrastructure. The role focuses on customer service, SLA performance, incident escalation and response, team development, and continuous improvement of processes.

Responsibilities

• Management of the Support Operations Technical Engineers
• Develop strategy for providing a focused support service
• Ensure team maintains customer and departmental OLA and SLAs
• Ensure prompt support is provided for all incidents that are raised by customers via the Data-Bank portal or by phone
• Creation and evaluation of weekly and monthly reports focused on response times, Customer Satisfaction Surveys, Net Promoter Scores and Call volume
• Ensure proper escalation between the various support tiers and within other DataBank teams
• Responsible for activities to include operating system patching, and the management of scheduled tasks
• Responsible for the decommissioning of systems
• Provide evaluation of workflow and processes with a focus on providing continual improvements
• Provide escalation services for customer escalations
• Ensure Customer satisfaction by encouraging team to provide fast initial response times
• Provide oversight and approval for the team’s hourly employees
• Act as Incident commander for all critical events to ensure open and frequent communication is maintained
• Responsible for onboarding and offboarding personnel
• Provide career development plans for team members
• Ensure team is focused on mission and organization goals

Skills

• Excellent communication and collaborations skills
• Minimum 3 years management experience
• 10+ years' experience required in the Information Technology field
• 2+ years' experience supporting Web Services such as Apache, IIS or NGINIX
• Minimum 5 years' experience administering Windows and/or Linux operating systems in an enter-prise environment
• Minimum 5 years' experience in network administration to include 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 is required
• Experience with load-balancing and traffic management technologies is required
• Hands on experience with network monitoring tools is required
• Superior customer service skills for interacting with customers and DataBank staff
• Strong written and verbal skills and comfortable preparing documentation of team procedures and guidelines
• Analytical and detail oriented, able to prioritize, execute and meet deadlines
• Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities
• A self-starter who can excel in a team environment of a growing and dynamic enterprise
• A nonpolitical team player who can build immediate credibility with all teams
• Experience with Sci-enceLogic
• Experience with ColdFusion
• Network+, CCNA, A+ or Security+
• Microsoft Certifications
• Linux Certifications
• VMware

Benefits

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• Paid Time Off and Paid Holidays

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