Job Title: Supervisor, Technical Operations

Duration: DIRECT HIRE – full time position

Location: Douglasville, GA onsite Mon through Friday

Pay rate: $32/hr

General Description

• The Supervisor, Technical Operations is a 24x7x365, market-based position responsible for providing physical and Level II technical support to customers and resources as well as leadership to the company employee base. Candidates to be considered for this role must have a solidified understanding of Facilities infrastructure, Windows operating systems, PC Troubleshooting and Management Applications.

Key Responsibilities and Essential Job Functions:

Customer Support (35% of Duties)

• Provide Support to the company Customer Base
• Timely resolution and/or escalation of customer issues
• Maintain a level of professionalism while engaging with customers
• Troubleshoot and document technical issues using company ticketing system
• Follow Support processes and procedures
• Execute routine maintenance procedures (Customer reports, System Updates, Backup Services)
• Infrastructure inventory audit and verification; incident triage and escalation
• Assist with customer Joint Technical Review preparation
• Participate and/or present Joint Technical Review

Provision Company Services (25%)

• Coordinate and/or complete physical and logical installations of company services
• Update all relevant and required documentation

Leadership Responsibilities (15%)

• Manage assigned workflow tasks in order to provide timely turnaround to customer
• Respond professionally and effectively to Customer requests and/or issues
• Execution of technical tasks required to transition Customers from sales to ongoing support
• Provides feedback and coaching in a variety of ways to include real-time feedback and assigned regular one-on-one meetings. Management of interns.
• Maintaining teamwork schedule including drafting, obtaining approval, publishing, and tracking/approval of PTO requests
• Resource Assignment
• Oversight of all special projects
• Taking ownership of technical issue and communication to the customer, partners, and internal departments of any issue you or your team are assigned to
• Develop training plan for team personnel
• Conduct and assist with knowledge transfer and training exercises

Recruiting (15%)

• Schedule and participate in and/or lead initial phone screen and onsite interviews of candidates

Assist in Facility Operations (5%)

• Follow company data center policies and procedures
• Participate in Facility Training Programs
• Work with Market Facility Operations Engineer on daily data center management
• Manage inventory levels of data center consumables/supplies

Training (5%)

• Maintain a working level of proficiency with all company services

Required Qualifications:

• Demonstrated prior leadership experience
• Passion for providing a great customer experience
• Experience in a 24/7 production environment
• Excellent troubleshooting skills
• Strong understanding of Microsoft Operating systems
• Excellent verbal and written communications skills.
• Strong attention to detail, making and keeping commitments and meeting deadlines.
• High school diploma or equivalent

Preferred Qualifications:

• Familiarity with ITIL Incident Response methodology
• Must be a self-starter and motivated
• Fundamental certifications (A , Net or Sec )
• Fundamental knowledge of networking – Routing, Subnets, Communication protocols
• A.S. degree in Computer Science, MIS, CIS, a related field, or equivalent experience