Support Operations Manager - Incident & Service Excellence

DataBank; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Short-Term Disability

Long-Term Disability

Life Insurance

401(k) with company match

Paid Time Off

Paid Holidays

Job summary

DataBank Holdings Ltd. in Dallas, TX, seeks a Manager of Support Operations to lead the Managed Services team and uphold SLA commitments for a diverse server and network infrastructure.

You will guide incident response, develop focused support strategy, and drive process improvements while maintaining strong customer service and collaboration with DataBank teams. Strong IT leadership required.

Qualifications

• Minimum 3 years management experience.
• 10+ years’ experience in the Information Technology field.
• 2+ years’ experience supporting Web Services (Apache, IIS, 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 SQL databases (MS SQL, MySQL).
• VMware vCenter and Cloud Director experience; load-balancing knowledge.
• Preferred certifications such as Network+, CCNA, A+ or Security+.

Responsibilities

• Management of the Support Operations Technical Engineers.
• Develop strategy for providing a focused support service.
• Ensure team maintains customer and departmental OLAs and SLAs.
• Provide prompt incident support for customer issues via portal or phone.
• Create and evaluate weekly and monthly reports on response times, CSAT/NPS, and call volume.
• Ensure proper escalation between support tiers and other DataBank teams.
• Oversee OS patching and scheduled task management.
• Responsible for decommissioning of systems.
• Provide workflow/process improvements and escalation for customer issues.
• Onboard/offboard personnel and provide career development plans.

Skills

Team leadership

Customer service excellence

Communication skills

Strategic planning

Education

Bachelor's degree in IT or related field

5+ years IT management experience

Tools

Windows Server

Linux

VMware

Networking (DNS/DHCP/WAN/LAN)

Job description

DataBank Holdings Ltd. in Dallas, TX, seeks a Manager of Support Operations to lead the Managed Services team and uphold SLA commitments for a diverse server and network infrastructure.

You will guide incident response, develop focused support strategy, and drive process improvements while maintaining strong customer service and collaboration with DataBank teams. Strong IT leadership required.