Supervisor, Technical Operations

Job Description:

The Supervisor Technical Operations is a 24x7x365 market-based position responsible for providing physical and Level II technical support to Flexential customers and resources as well as leadership to the TAC 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. Additionally candidates for this role must have demonstrated intermediate leadership skills and abilities. Technical Assistance Center Supervisors 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:

Customer Support (35% of Duties)
Provide Support to the Flexential 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 Flexential ticketing system
Follow Flexential Support processes and procedures
Execute routine maintenance procedures (Customer reports System Updates Backup Services)
Infrastructure inventory audit and verification
Physical device alert review throughout data centers.
Incident triage and escalation
Assist with customer Joint Technical Review preparation
Participate and/or present Joint Technical Review

Provision Flexential Services (25%)
Coordinate and/or complete physical and logical installations of Flexential 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 to TAAs in a variety of ways to include real-time feedback and assigned regular one-on-one meetings. Management of TAC interns
Maintaining TAC work schedule including drafting obtaining TACM approval publishing and tracking/approval of PTO requests
Resource Assignment in TAC
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
Possess a minimum of two core strengths within the verticals of Flexential Services
Develop training plan for TAC personnel
Conduct and assist with knowledge transfer and training exercises
Other duties as assigned by manager

Assist in Facility Operations (5%)
Follow Flexential 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 Flexential services
Recruiting (15%)
Participate in market recruiting activities to include development fostering of relationships with educational partners
Screen resumes of intern and full-time job candidates
Schedule and participate in and/or lead initial phone screen of candidates
Schedule and participate in and/or lead onsite interviews for candidates
Participates in the candidate disposition process
Perform other duties as required and assigned

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.

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

Physical Requirements:
Ability to sit for extended periods of time
Walk or Stand for 80% of the time
Moderate or advanced keyboard usage
Lift 25 lbs

Base Pay Range: Hourly salary range offered for this position is estimated to be $31.23 - $35.00. However the actual pay range depends on each candidates experience location and qualifications.

Variable Pay: Discretionary annual bonus based on personal and company performance.

This position has the following safety hazards:

Chemical
Electrical
Ergonomics
Climb ladders
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid drivers license and insurance)
Other:

Not meeting every single requirement No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If youre enthusiastic about this role and believe you have the skills and abilities that would make you successful dont hesitate to apply today!

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 Companys 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.