Data Center Support Manager
Peak 10 - Charlotte, NC

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The Data Center Support Manager is a leadership role responsible for the ongoing management of a team of Data Center Support Technicians. Candidates will need to have experience in managing people both from a logistical and personnel standpoint. Experience with understanding the service delivery support paradigm is a must. DCSM’s must be technically competent as well as show a capacity to empathize with and elevate team members around them.

Key Responsibilities:

• Provide Management of local 24x7x365 Support Personnel
o Lead, mentor, and coach DCST’s to provide consistent and professional support environment
o Provide accurate and timely communication to all applicable parties on any customer support issues
o Monitor specific KPI’s to ensure proper execution of support
o Maintain all scheduling and coordination of Data Center Support Technicians
o Participate in Internal Incident Report review process to diagnose areas for improvement
o Perform periodic performance reviews on all DCST’s
o Work with Market Director of Service Delivery on escalated customer support issues
• Manage Resource Allocation for Engineering Tasks
o Assign workflow task items to DCST’s based on availability and experience
o Perform Quality Assurance checks on all work assigned to DCST’s
o Communicate deadlines and possible time constraints to applicable stakeholders and requesters
o Assist in training of new processes, procedures, and tools related to provisioning process
• Coordinate with Facility Operations Engineer on Facility Related Tasks
o Work with market and regional facility resources on delegating and performing facility related tasks
o Participate in training programs and provide post training refreshers for DCST’s
o Help ensure that facility is always “audit ready”
o Assist FOE with vendor management
• Collaborate with Central Resources on Customer Support Issues
o Communicate with Central Support Supervisors and/or Managers on any customer or process issues
o Provide feedback on all company wide support processes
o Maintain relationship with central support to facilitate market to market consistency
• Promote the Company NPS Program
o Communicate and drive the expectation that all DCST’s are continually providing support worthy of being validated by NPS survey

Requirements:

• AA, BS, or previous experience in technical related field
• Prior experience with management of people
• Demonstrable time management skills
• Familiarity with core philosophy of ITIL Management
• Familiarity with various server, application, and network technologies including:
- Remote Desktop, SSH, Console Access
- Microsoft Server Technologies (IIS, SQL, Exchange, etc…)
- VMWare and/or other virtualization technologies
- Linux (or other *nix platforms)
- VLAN’s, ACL’s, IP subnets
- SNMP
• Excellent people and proactive communications skills
• Experience with ticket documentation system preferred
• Strong attention to detail, and a capacity to follow procedures

About this company
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Peak 10 provides data center management, Web hosting, and other services from nearly 20 data centers located in Florida, Georgia, Kentucky,...