Manager, Support Operations (Remote/Second Shift)

DataBank Holdings, Ltd.; Dallas (TX); Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health, Vision & Dental Insurance

Disability Insurance

Life Insurance

401k with company match

Paid Time Off & Holidays

Job summary

DataBank Holdings Ltd. in Dallas seeks a Manager, Support Operations to lead the Managed Services team, directing engineers and ensuring world-class customer service.

You will set strategies, drive SLA compliance, and oversee incident management while improving processes and operational efficiency. The role requires strong communication, enterprise-system experience, and the ability to work with senior management to stabilize and optimize the data-center and support environment.

Qualifications

• Minimum 3 years management experience.
• 10+ years' experience in the Information Technology field.
• 2+ years' experience supporting Web Services such as Apache, IIS or NGINX.
• Minimum 5 years' experience administering Windows and/or Linux operating systems in an enterprise 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 and experience with ScienceLogic is a plus.
• Experience with ColdFusion is a plus.
• 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.
• Occasional travel is required.
• Ability to work flexible schedules when required.
• 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.

Responsibilities

• Manage 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 raised by customers via the Data-Bank portal or by phone.
• Create and evaluate weekly and monthly reports focused on response times, CSAT, Net Promoter Scores and call volume.
• Ensure proper escalation between support tiers and DataBank teams.
• Oversee OS patching and management of scheduled tasks.
• Handle decommissioning of systems.
• Evaluate workflows and processes for continual improvements.
• Provide escalation services for customer escalations.
• Ensure 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 communication.
• Oversee onboarding/offboarding and career development plans for team members.
• Keep the team aligned with mission and organizational goals.

Skills

People management

Technical leadership

Customer service

IT operations

Networking

Tools

VMware vCenter

Cloud Director

Veeam

Job description

DataBank Holdings Ltd.?is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Manager, Support Operations is a member of the Managed Services team and reports to the Sr. Director, Support Operations. This position will provide management, direction, and oversight for all members of their team. This individual will provide guidance and direction to ensure all organization and team goals are met and the team is focused on delivering world-class customer service. Additionally, this individual will help establish processes and procedures as appropriate. This position will lead the team responsible for providing first point of support for monitoring and maintaining a diverse server and net-work infrastructure to meet and exceed the SLA requirements of the company and our customers.

The ideal candidate for this position will have excellent communication skills and work well in a fast-paced, growing environment. The candidate must be able to support and maintain systems in an enter-prise environment. This individual will be someone who can take direction from senior management, but also seek opportunities to improve and stabilize the environment as well as implement efficiencies in daily processes.

Essential Job Functions:

• 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.

Qualifications:

• 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 and experience with Sci-enceLogic is a plus.
• Experience with ColdFusion is a plus.
• 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.
• Occasional travel is required.
• Ability to work flexible schedules when required.
• 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.

Preferred Certification (1 or more)

• 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