Area Manager, Technical Operations TX - Alice, United States - Flexential
Description
Job Description:
The Area Manager, Technical Operations primary responsibility is the management of Flexential s 24x7x365 Technical Assistance Center for the ongoing management of a team of Data Center Operations Technician in a market or sub-market. The Area Manager, Technical Operations will be the local market presence, accountable to customers for all things TAC related. 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. Area Manager, Technical Operations 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:Overall leadership responsibility for all managed markets within the assigned area
Lead and mentor staff at managed markets to provide consistent and professional Data Center support to internal and external customers.
Develop career progression plans for all direct reports.
Schedule and perform regular 1-on-1 meetings with all managed staffs to discuss performance, review personal and professional goals and roadmap next career steps.
Manage and perform annual performance evaluations, merit increases, promotions while managing area budget.
Oversight of area Data Center Technicians and Supervisors time charging, as it relates to overtime, PTO, etc.
Manage, evaluate, and improve the computing hardware and networking operations within the region.
Manage, evaluate, and improve the security of the local data center.
Partner with the Area Manager, Critical Infrastructure to develop and implement short-term and long-term strategies for the region.
Identify opportunities for improvement and mange implementations solutions for computing and network architecture within the area.
Manage area purchasing process.
Manage the creation of documentation for the department knowledge base.
Manage training program for the support of ongoing learning and improvement of Flexential customer service principals.
Manage and monitoring area tasks to ensure customer SLAs are met.
Identify, create and manage improvement plans for employee engagement.
Manage and maintain the area safety program, inspecting all safety protocols and reporting to Governance, Risk and Compliance Team.
Build customer relationships and perform as the area escalation point for sensitive and escalated customer issues, including managing escalated customer impacting incidents and leading investigations on customer impacting support failures.
Required Qualifications: Associate Degree or Bachelor Degree, or 5+ years equivalent relevant work experience required, preferably in Information Technology, Business, or related subjects
2 to 3 years experience in a technical customer support leadership role (Supervisor, Manager, or Team Lead). Managed Services Provider, Hosting / IT Services, and High call volume experience strongly desired
The ability to successfully lead and coach individual and team performance in a fast-paced and ever-changing environment
The ability to maintain calm in stressful situations
Passion for providing great customer service
People management experience with full HR responsibility
Experience with Net Promoter Scores (NPS)
ITIL V3 Foundation certification
ITIL Problem Management and Change Management experience
Physical Requirements: Ability to sit for extended periods of time
Moderate keyboard usage
Base Pay Range:Annualized salary range offered for this position is estimated to be $ 86,940.00-$109, However, the actual pay range depends on each candidates experience, location, and qualifications.
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.
This position has the following safety hazards:
Chemical
Electrical
Ergonomics
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid drivers license and insurance)
Other:_________________