Manager, Support Operations (Remote)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers high availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance, and allow them to focus on core business objectives.

The Manager, Support Operations is a member of the Managed Services team and reports to the VP of Support Operations. This position will provide management, direction, and oversight for all members of their team. This individual will provide guidance and direction to ensure all organization and team goals are met and the team is focused on delivering world-class customer service. Additionally, this individual will help establish processes and procedures as appropriate. This position will lead the team responsible for providing first point of support for monitoring and maintaining a diverse server and net-work infrastructure to meet and exceed the SLA requirements of the company and our customers.

The ideal candidate for this position will possess exceptional communication skills and thrive in a fast-paced, evolving environment. With a strong 'Customer First' mentality, this individual will be committed to exceeding customer expectations while fostering a culture of continuous improvement within Support Operations.

The ideal candidates will have the ability to lead change, drive innovation, and ensure the team meets and exceeds KPI's, all while maintaining a customer-centric approach. Proactive and solution-focused, the candidate will balance the ability to take direction from senior management while identifying and capitalizing on opportunities for operation efficiency and process optimization. This leader will be able to implement positive changes that stabilize the work environment, streamline daily processes, and elevate team performance.

Key Responsibilities :

• Leadership of Support Operations Team : Manage and lead the Support Operations team to ensure high-quality technical support, fostering a positive, high-performance culture.
• Strategic Support Services Development : Design and implement effective strategies to provide focused, customer-centric support services that meet and exceed expectations.
• Service Level Management : Ensure the team consistently meets and exceeds customer and department OLA and SLO standards, maintaining service excellence across all touchpoints.
• Incident Response & Resolution : Ensure timely and efficient resolution of all customer incidents raised through the DataBank portal or by phone, prioritizing customer needs and ensuring fast response times.
• Performance Reporting & Analytics : Develop and evaluate weekly and monthly reports on key metrics such as response times, Customer Satisfaction Surveys, Net Promoter Scores, and call volume; providing actionable insights to drive continuous improvement.
• Escalation Management : Oversee proper escalation processes between support tiers and other DataBank teams, ensuring smooth transitions and timely issue resolution.
• Support Tier Management : Supervise activities, including operating system patching, task scheduling, and system decommissioning, ensuring minimal disruption to services and processes.
• Process Optimization & Continuous Improvement : Evaluate workflows and support processes, identifying areas for improvement to enhance efficiency, productivity, and customer satisfaction.
• Customer Escalation Handling : Lead customer escalations, acting as a point of contact to resolve complex issues swiftly and ensuring customer concerns are addressed professionally and promptly.
• Customer Satisfaction Focus : Drive a customer-first mindset within the team, encouraging rapid initial response times and maintaining high levels of customer satisfaction.
• Employe Oversight & Engagement : Provide oversight and approval for the team's hourly employees, ensuring fair scheduling, performance accountability, and team engagement.
• Incident Command Leadership : Act as the Incident Commander during critical events, ensuring clear, frequent communication across teams and stakeholders to resolve issues quickly.
• Onboarding & Offboarding : Manage the onboarding and offboarding processes for all team personnel, ensuring smooth transitions and alignment with organizational needs.
• Career Development & Growth : Provide personalized career development plans for team members, supporting their professional growth and fostering a culture of mentorship and continuous learning.
• Mission & Goal Alignment : Ensure the team remains focused on organizational goals and the broader mission, driving alignment and collaboration to achieve key objectives.

Qualifications :

Preferred Certification (1 or more)

Benefits