Supervisor, Cloud and Data Protection

Socket.dev; Centennial (CO); On-site; USD 81,000 - 86,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

Health Savings Accounts (HSA) and FSA

Life and AD&D

Short Term and Long-Term disability

Flex Paid Time Off (PTO)

Leave of Absence

Employee Assistance Program

Wellness Program

Rewards and Recognition Program

Job summary

Flexential is seeking a Customer-Facing Cloud and Data Protection Supervisor to lead the cloud and data protection support team. You will ensure timely ticket resolution, maintain high tNPS, and escalate issues as needed in a fast-paced enterprise environment.

You will mentor staff, manage SLAs and performance metrics, and generate actionable reports for leadership. A strong background in networking, virtualization, and security is required, with excellent communication and coaching skills.

Qualifications

• 3 to 5 years’ experience in a 24/7 IT enterprise customer support environment.
• Experience applying troubleshooting techniques across server, application, and network technologies including Remote Desktop, SSH, FTP; Windows Server; VMware; Linux.
• Strong customer service and communication skills; ability to lead and coach others.
• Knowledge of network protocols and security measures; incident resolution under pressure.

Responsibilities

• Lead and mentor support teams, fostering collaboration and high performance.
• Ensure tickets are resolved within Service Level Agreements (SLAs).
• Maintain high transactional Net Promoter Scores (tNPS) and handle escalated issues.
• Oversee incident resolution and communicate progress to stakeholders.
• Track team performance and provide feedback.
• Generate reports on team performance and customer satisfaction.
• Identify training needs and support team development.
• Manage team schedules and ensure proper resource assignment.
• Maintain a resolution SLA compliance rate of 80% or higher.
• Achieve an average tNPS score of 80 or higher.
• Ensure resolution times meet SLA parameters.
• Meet or exceed company standards.

Skills

Leadership

SLA Management

tNPS Tracking

Cloud & Data Protection

Troubleshooting

Remote Desktop/SSH/FTP

VMware/Virtualization

Windows Server

Linux/Unix

Networking TCP/IP/BGP/OSPF

Incident Management

Reporting & Analytics

Coaching/People Development

Education

Certifications (CCNA/CCNP/CompTIA Network+)

Job description

The Customer-Facing Cloud and Data Protection Supervisor will oversee the cloud and data protection support team, ensuring timely resolution of all tickets within their queue and maintaining high transactional Net Promoter Scores (tNPS) for CDP support cases.

This role requires a proactive leader with strong technical expertise, excellent customer service skills, and the ability to manage customer interactions effectively.

Key Responsibilities and Essential Job Functions

• Lead and mentor support teams, fostering collaboration and high performance.
• Ensure tickets are resolved within Service Level Agreements (SLAs).
• Maintain high transactional Net Promoter Scores (tNPS) and handle escalated issues.
• Oversee incident resolution and communicate progress to stakeholders.
• Track team performance and provide feedback.
• Generate reports on team performance and customer satisfaction.
• Identify training needs and support team development.
• Manage team schedules and ensure proper resource assignment.
• Maintain a resolution SLA compliance rate of 80% or higher.
• Achieve an average tNPS score of 80 or higher.
• Ensure resolution times meet SLA parameters.
• Meet or exceed company standards.

Required Qualifications

• 3 to 5 years’ experience in a 24/7 IT enterprise customer support environment.
• Quality control.
• Staffing.
• Delegation.
• Performance management.
• Team building.
• Giving feedback/coaching employees.
• 4 to 5+ years experience applying troubleshooting techniques across various server, application, and network technologies including:
• Remote Desktop, SSH, FTP.
• Microsoft Server Technologies.
• VMware and/or other virtualization technologies.
• Linux (or other *nix platforms).
• Disaster Recovery.
• Strong organizational, time management, and project planning.
• Excellent problem solving, critical thinking, and decision-making skills under pressure.
• Experience resolving conflict (customer, internal).
• Excellent verbal and written communications skills, including phone etiquette, writing, and active listening.
• Strong attention to detail.
• Strong work ethic.
• Strong customer service and interpersonal skills.
• Ability to influence, lead, and coach others.
• Effectively collaborates with peers to resolve cross-shift and departmental roadblocks.
• Positive attitude.
• Strong understanding of network protocols (e.g., TCP/IP, BGP, OSPF).
• Knowledge of network security measures and firewall management.
• Relevant certifications (e.g., CCNA, CCNP, CompTIA Network+) are a plus.

Preferred Qualifications

• ITIL foundation and experience with Change Management.
• Technical proficiency in cloud solutions and data protection.
• Ability to adapt to changing technologies and customer needs.
• Skills in monitoring performance and providing feedback.Strong analytical and conflict resolution skills.

Physical Requirements

• Moderate keyboard usage.
• Extended periods of sitting or standing.
• Heavy phone usage.

Base Pay Range

Annualized salary range offered for this position is estimated to be $80,500 - $85,500. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Variable Pay

Discretionary annual bonus, based on personal and company performance.

At Flexential, we value diversity and believe that different perspectives and unique skills make us stronger as a team. While we've outlined the qualities and skills we are looking for in this job posting, we understand that there may be attributes and abilities that aren't explicitly listed but could be a perfect fit for our team. We want to emphasize that you shouldn't hesitate to apply if you don't meet every requirement. We're enthusiastic about assembling a diverse team of individuals who bring various talents to the table. Your unique perspective and abilities may be just what we need to drive innovation and success. If you believe you have what it takes to thrive in our environment, we encourage you to apply.

Benefits of working at Flexential

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company's discretion.

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Arkansas, Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.

Flexential participates in the E-Verify program. Please click here for more information.

EEOC Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.