Supervisor, Technical Operations

sghcorp.com; Georgia; On-site; USD 95,000 - 118,000; Full time

Benefits offered by this job

Bonus eligible

Medical, dental, and vision benefits

401(k) plan

Paid time off

Life Insurance

Job summary

Penguin Solutions is seeking a Technical Operations Manager to lead a 24x7 Data Center Technician team onsite at the Columbus, Georgia data center. You will translate client needs into technical roadmaps and ensure uptime and performance aligned with client objectives.

You will conduct reviews, drive SLAs/KPIs, monitor operations, and maintain metrics while building strong client relationships and coordinating with cross-functional teams to deliver reliable IT infrastructure for enterprise and

Qualifications

• BS IT Management, Computer Science or similar; or equivalent education and experience.
• Experience managing a Customer Support Desk.
• 3+ years of technical operations management.
• 2+ years of project management.
• 4+ years interfacing with customers, including executive-level interactions.
• Experience working with hyperscalers, enterprise companies and/or federal and state government.
• Technical industry experience.
• Jira / Bitbucket or similar experience.
• Skilled at working with technical break/fix resources.
• Experience influencing cross-functional teams.
• Ability to align, motivate and lead a team including creating accountability.
• Comfortable running presentations, both remote and onsite, with internal and external senior leaders and team members.
• Be flexible and able to function in a high growth environment.

Responsibilities

• Efficiently run a 24x7 Data Center Technician team.
• Ensure customer satisfaction, measured by both qualitative and quantitative measures.
• Conduct Monthly Operational Reviews / Quarterly Business Reviews.
• Provide Technical Roadmap Development.
• Achieve service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
• Continuously monitor and assess the health of technical solutions, proactively identifying opportunities for improvement and growth.
• Develop and maintain technical operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements.
• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all technical-related matters.
• Drive technical updates, outages, incidents and technical requests, maintaining clear and effective communication.
• Partner with other technical resources/Develop standards for the Services organization utilizing best practices.
• Maintain a professional and friendly demeanor at all times.
• Exhibit patience and empathy when dealing with challenging situations.
• Record customer interactions and relevant information in our CRM system, ensuring incidents and outages are well documented.

Skills

Customer support management

Project management

Executive stakeholder engagement

Cross-functional collaboration

Jira/Bitbucket

Technical operations leadership

Education

BS IT Management, Computer Science or similar

Tools

Jira/Bitbucket

Job description

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At Penguin Solutions (Nasdaq: PENG) – The AI Factory Platform Company – we’re building a team of innovators who thrive on collaboration, creativity, and the opportunity to help shape the future of AI. As part of the AI technology revolution, our teams design, build, deploy and manage AI factories for enterprises, sovereign AI initiatives and neocloud providers worldwide.

Headquartered in Silicon Valley, California, Penguin Solutions operates globally through a network of R&D, manufacturing and sales locations. For nearly three decades, we have operated at the intersection of memory and AI/HPC infrastructure. That engineering expertise positions us to power the next generation of AI workloads, from training to inference and agentic AI at scale.

Penguin Solutions brings together differentiated infrastructure software, advanced memory, compute systems, end-to-end services and industry-leading partner solutions in a full-stack AI factory platform designed to help customers deploy and scale AI workloads with speed and precision.

At Penguin Solutions, we value ideas over hierarchy and believe in servant leadership, where leaders enable teams to do their best work. We empower employees to take ownership, drive innovation and grow through challenging work, continuous learning and exposure to advanced AI tools and technologies. With flexibility where it matters and a strong focus on outcomes, Penguin Solutions is a place to do your best work, grow your career and make a meaningful impact.

Job Overview

The Technical Operations Manager will play a pivotal role in ensuring our clients' success by understanding their unique needs, aligning our services with their strategic business objectives and continuously optimizing their technology and service experiences. The TOM will be responsible for managing the 24x7 Data Center Technician team. This role will deliver technical roadmaps to advance operational capabilities for our clients, helping them achieve unparalleled uptime and performance.

This position will be onsite in Columbus, Georgia at the customer’s data center.

Responsibilities

• Efficiently run a 24x7 Data Center Technician team.
• Ensure customer satisfaction, measured by both qualitative and quantitative measures
• Conduct Monthly Operational Reviews / Quarterly Business Reviews
• Provide Technical Roadmap Development
• Achieve service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations
• Continuously monitor and assess the health of technical solutions, proactively identifying opportunities for improvement and growth
• Develop and maintain technical operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements
• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all technical-related matters
• Drive technical updates, outages, incidents and technical requests, maintaining clear and effective communication
• Partner with other technical resources/Develop standards for the Services organization utilizing best practices
• Maintain a professional and friendly demeanor at all times
• Exhibit patience and empathy when dealing with challenging situations
• Record customer interactions and relevant information in our CRM system, ensuring incidents and outages are well documented

Qualifications

• BS IT Management, Computer Science or similar; or equivalent education and experience
• Experience managing a Customer Support Desk
• 3+ years of technical operations management
• 2+ years of project management
• 4+ years interfacing with customers, including executive-level interactions
• Experience working with hyperscalers, enterprise companies and/or federal and state government
• Technical industry experience
• Jira / Bitbucket or similar experience
• Skilled at working with technical break/fix resources
• Experience influencing cross-functional teams
• Ability to align, motivate and lead a team including creating accountability
• Comfortable running presentations, both remote and onsite, with internal and external senior leaders and team members
• Be flexible and able to function in a high growth environment

Preferred Qualifications

• Working knowledge of HPC/AI systems and components
• Working knowledge of Agile methodologies
• Experience with Contractor Support and oversight
• Financial skills (budget planning, invoice reconciliation, understanding of P&L)

Location

Onsite – Columbus, Georgia

The base pay range that the Company reasonably expects to pay for this position Columbus, Georgia is $95,000 – $118,000; the pay ultimately offered may vary based on business considerations, including job-related knowledge, skills, experience and education. The position is bonus-eligible and there are medical, dental and vision benefits available. There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance and an Employee Assistance Plan.

Inclusion & Belonging Statement

We are committed to creating an inclusive environment that embraces differences and fosters belonging for all.

Equal Opportunity Statement

We are an Affir...