Technical Services Manager

Is this you? An operations professional with a passion for improving operational workflow and making decisions based on data. A self-starter who works well individually or with a team to ensure the job gets done.

Who are we? So glad you asked! Opti9 is a top hybrid cloud solutions provider. We’re committed to delivering industry-leading solutions to our customers based on their unique business needs. For those looking to the public cloud, we’re an AWS Advanced Consulting Partner and Certified Solution Provider focused on migration, optimization, transformation, and cloud-first application consulting. We also specialize in managed cloud, backup, and disaster recovery.

We have a fun, casual culture that embraces fresh ideas and innovation. We’re customer-driven and we are looking for authentic and accountable team players to collaborate with us to reach our goals.

What would you do? As the Technical Services Manager, you will help support the daily operations of our company. The Technical Services Manager will manage our 24x7 Tier I and II technical support agents, be the face of the service organizations, and ensure customer issues are resolved quickly across the organization. As the leader of technical support, you must be technical and are able to absorb new technologies, train other team members, and lead our ITIL/ITSM strategy.

What are the details?

Primary Responsibilities:

• Facilitates and oversees the technical support and helpdesk roles, ensuring practical and helpful support is provided to end users
• Work with other departments to develop documentation standards for internal and customer-dedicated workloads
• Drafting and mailing customer correspondence due to scheduled maintenance and or outages
• Analyze and improve organizational processes and workflow
• Establishes procedures to document and consistently communicate the status of work to senior leadership
• Lead the development, implementation, and tracking of departmental goals and strategies
• Maintains knowledge base of trends and developments with Opti9 support tools or 3rd party vendor systems, developing and nurturing our knowledge base platform
• This position will oversee a team of Level I and Level II employees working to support customers
• The Technical Support manager will need to have mastered the essential technical functions of Level I and II systems and tools to assist in any escalations and troubleshooting
• The Manager will be responsible for metrics, cross-training, and improvements to the customer experience and ensure excellence in overseeing the technical support day-to-day activities
• Define, track and report delivery commitments, management of incidents owned by the team, and be the Point of Contact (POC) on High/Urgent tickets bridges and initial escalation point to coordinate the right platform/technical resources needed
• Ensure customer issues are escalated to the Level III teams in the organization when appropriate and work with other key leaders to ensure problems are resolved within our SLA requirements
• Audit calls & tickets to ensure they are clearly documented and properly tracked
• Be available for on-call support for Crisis Management and/or escalations
• Monitor, evaluate, and improve the overall support process, including unresolved open cases, abandon rates, escalation to other teams, phone skills, and customer escalations
• Ensure appropriate personnel, business policies, objectives, and procedures are in place within the organization to drive excellence in Technical Support, impact product reliability, and facilitate revenue
• Define KPIs and operational annual goals

What do you know?
Technical Knowledge and Experience:

• Hands-on experience with Networking, VMware/Cloud, Backups, and Disaster Recovery tools
• ITSM/ITIL Background/Certification is a must
• Ticket System experience, preferably Zendesk
• 5+ years’ experience working within a service desk organization
• Some level of technical certifications, past, present or current

General Knowledge and Experience:

• Attention to detail
• Verbal and written communication skills
• Firm grasp on IT infrastructure and operations best practices
• Strong critical thinking and decision-making skills
• Process and procedure development
• Scheduling and coordination experience
• Time management and ability to multi-task
• Experience working in a team environment and ability to adapt to a fast-changing environment

What do you get from us?

• Unlimited PTO
• Medical/Dental/Vision Insurance
• Health Savings Account
• 401(k) with company match
• Casual atmosphere
• Recognition Programs
• Group Volunteer Opportunities
• Healthy Rewards Program
• Option to be remote/work from home
• A great place to spend most of your time!

Opti9 provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other legally protected characteristic.

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