The IT world is evolving. New technologies. New infrastructures. New and more complex customer needs. Every day feels like a shift. There’s a sense of excitement surrounding the future, but also uncertainty. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center provider. We support next-generation cloud and hybrid colocation solutions. We deliver a fully-integrated platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re innovating to stay ahead of the curve.
At QTS our people power us to provide expertise, technology and infrastructure for IT decision makers in complex, high-pressure environments. 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 a problem, or create a solution 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 10-12 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 and 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.
The Operations Service Center is a 7 x 24 x 365 organization, which means the position requires shift work. This position will be responsible for second shift hours.
KNOWLEDGE, SKILLS AND ABILITIES