QTS

Technical Manager, Operations Service Center

US-GA-Suwanee
Job ID
2017-2051
Category
Information Technology

OVERVIEW

The IT world is evolving. New technologies. New trends. New opportunities. There’s true excitement surrounding the future. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center. We innovate next-generation cloud and hybrid solutions. We deliver a fully-integrated I.T. platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re defining the curve.

 

As one of the nation’s largest and fastest growing data center companies, we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve new problems, and create new solutions to improve lives.

 

We are powered by our people.

 

At QTS, we know where IT is going. And we’d like to invite you to join us.

 

The Technical Manager, Operations Service Center is responsible for managing the customer facing technical support services of QTS’s Operations Service Center (OSC). The Technical Manager coordinates all efforts of QTS’s level 1 through 3 technical organization to ensure that services are delivered within agreed-upon scope, and ensures that client satisfaction meets or exceeds QTS operational excellence goals. This includes key metrics and KPI’s such as First Call Resolution goals, Net Promoter Score, reduction in incident escalations to level 4 engineering teams, and assisting our on-call level 4 engineering support teams.

 

The key purpose of this role is to function in a 24x7x365 Operations Service Center as a Technical Manager for customer and vendor escalations, and provides leadership and direction for 13-16 OSC Customer Service Representatives, and Technical Engineers across Network WAN, Network Security, Systems and Managed Backup disciplines. This position requires skills, motivation and experience to develop a highly functional team to deliver superior, predictable and reliable services in a dynamic IT service provider environment.  Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations in a Cisco-centric national carrier hotel environment.  Must have proven background with moderate to high complexity systems using a variety of technologies across a national WAN. This leadership role requires experience with decision making, interfacing with customers, vendors and key stakeholders, and prioritizing individual and team work efforts.  

RESPONSIBILITIES, other duties may be assigned

  • Ensure network and systems are operating sufficiently to deliver quality services. Reviews and resolves support tickets based on agreed service levels; reviews reports/tools to identify existing or potential risks to network systems availability; follows and enhances the processes that measure, monitor, and report on the availability and performance of all network systems. 
  • Assesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished.
  • Responsible for quality assurance of calls/incidents identifying trends, gaps in training or knowledge or improving overall customer experience. 
  • Assists in developing documentation and knowledge base articles and procedures to ensure quality assurance, reviews support processes and regulatory adherence. 
  • Administers staff performance management and career development activities
  • Provide support as required to Customers, IT Operations teams, and business stakeholders
  • Reports department/ functional area progress on initiatives to IT Senior Management.
  • Experience with change management, incident management and other ITIL processes is desired.
  • Manage required documentation and refine processes as needed to support the team and enterprise.
  • Performs compliance controls testing, remediation and certification as requested. 
  • Ability to work flexible hours to include Holidays. 

BASIC QUALIFICATIONS

  • Bachelor’s degree preferred in Computer Science, Engineering or related field or equivalent professional experience 
  • Five or more years of progressive experience, including 3 or more years of management
  • Five or more years of experience with one or more of the following technologies: Cisco/Juniper Routers and Switches, F5 load balancers, VMware, Windows server 200X and Linux Operating systems and patch management tools.
  • Experience and familiarity with network monitoring and diagnostic tools

PREFERRED QUALIFICATIONS

  • Five or more years of experience working in data center, managed services or mission critical environment 
  • Five or more years of experience working with ServiceNow or other ticketing software  
  • ITIL V3 Certification 
  • One or more years of experience with change and/or incident management   

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Capability to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
  • Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization.
  • Ability to work and thrive in a matrix organization
  • Make informative decisions to implement and carry out goals.

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