Job Description: The Area Manager, Technical Operations primary responsibility is the management of Flexential’ s 24x7x365 Technical Assistance Center for the ongoing management of a team of Data Center Operations Technician in a market or sub-market. The Area Manager, Technical Operations will be the local market presence, accountable to customers for all things TAC related. Candidates to be considered for this role must have a solidified understanding of Facilities infrastructure, Windows operating systems, PC Troubleshooting and Management Applications. Additionally, candidates for this role must have demonstrated intermediate leadership skills and abilities. Area Manager, Technical Operations must be able to demonstrate the ability to represent Flexential both professionally and technically during interactions with customers and internal resources in a calm and professional manner. Key Responsibilities and Essential Job Functions: Overall leadership responsibility for all managed markets within the assigned area Lead and mentor staff at managed markets to provide consistent and professional Data Center support to internal and external customers. Develop career progression plans for all direct reports. Schedule and perform regular 1-on-1 meetings with all managed staffs to discuss performance, review personal and professional goals and roadmap next career steps. Manage and perform annual performance evaluations, merit increases, promotions while managing area budget. Oversight of area Data Center Technicians and Supervisors time charging, as it relates to overtime, PTO, etc. Manage, evaluate, and improve the computing hardware and networking operations within the region. Manage, evaluate, and improve the security of the local data center. Partner with the Area Manager, Critical Infrastructure to develop and implement short-term and long-term strategies for the region. Identify opportunities for improvement and mange implementations solutions for computing and network architecture within the area. Manage area purchasing process. Manage the creation of documentation for the department knowledge base. Manage training program for the support of ongoing learning and improvement of Flexential customer service principals. Manage and monitoring area tasks to ensure customer SLA’s are met. Identify, create and manage improvement plans for employee engagement. Manage and maintain the area safety program, inspecting all safety protocols and reporting to Governance, Risk and Compliance Team. Build customer relationships and perform as the area escalation point for sensitive and escalated customer issues, including managing escalated customer impacting incidents and leading investigations on customer impacting support failures. Required Qualifications: Associate Degree or Bachelor Degree, or 5 years equivalent relevant work experience required, preferably in Information Technology, Business, or related subjects 2 to 3 years’ experience in a technical customer support leadership role (Supervisor, Manager, or Team Lead). Managed Services Provider, Hosting / IT Services, and High call volume experience strongly desired The ability to successfully lead and coach individual and team performance in a fast-paced and ever-changing environment The ability to maintain calm in stressful situations Passion for providing great customer service People management experience with full HR responsibility Experience with Net Promoter Scores (NPS) ITIL V3 Foundation certification ITIL Problem Management and Change Management experience Physical Requirements: Ability to sit for extended periods of time Moderate keyboard usage Base Pay Range: Annualized salary range offered for this position is estimated to be $86,940.00-$109,670.00. However, the actual pay range depends on each candidate’s experience, location, and qualifications. Benefits of working at Flexential: Medical, Telehealth, Dental and Vision 401(k) Health Savings Accounts (HAS) 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. EEO 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. This position has the following safety hazards: ☐ Chemical ☐ Electrical ☐ Ergonomics ☐ Mechanical lift ☐ Noise ☐ Temperature Extremes ☐ Trip/Fall ☒ Driving (must possess valid driver’s license and insurance) ☐ Other:_________________ Flexential offers flexible and essential services that help organizations optimize their journey of IT transformation while simultaneously balancing cost, scalability, compliance and security. The company, co-headquartered in Charlotte and Denver, is committed to building trusted relationships and delivering tailored solutions that suit the individual needs of its customers. Flexential is deeply invested in the success of its customers, who trust it to deliver core data center solutions of colocation and connectivity, as well as, cloud, managed solutions and professional services. Flexential’s robust suite of assets spans 21 markets and comprises 38 highly redundant and connectivity-rich data centers. For more information on Flexential, please visit www.flexential.com. Flexential is a registered trademark of the Flexential Corp. Follow Flexential on LinkedIn, Twitter, Facebook and YouTube.