Senior Manager, IT Support Operations

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. 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.