Support Manager

Altoona, IA

Position Summary

The primary responsibility of the Support Manager is to assist in leading the Support team to ensure that every customer interaction is upholding LightEdges’s customer-centric culture. The Support Manager will also drive performance improvement through data analysis process design and implementation, and customer service training.  Success in this position will result in inspiring and empowering the team, while further propelling the satisfaction of our customers.

Must be flexible in working nights and weekends as needed, as well as maintaining an on-call schedule.  This position reports to the Director of Support.

Responsibilities

  • Partner with the Director of Support to help develop and coach the Support team to deliver exceptional customer experiences
  • Ensure that escalations occur appropriately and consistently
  • Stay abreast of current technologies and make recommendations based on knowledge and research
  • Support the Technical Support team by assisting in training, team meetings, and on-call responsibilities
  • Ensure departmental policies, procedures, and documentation accurately reflect current NOC practices; developing changes and/or modifications when appropriate
  • Audit and maintain integrity of operations-centric data in all operation tools and systems, including proper closure of tickets/tasks and updates
  • Assist with the development of workflows and procedures for team based on industry standard framework
  • Maintain shift coverage schedule for NOC employees, including coordinating coverage for time off requests and approving timesheets
  • Conduct performance reviews for Technical Support team members
  • Lead by doing, and actively work customer cases while maintaining technical knowledge needed function as a member of the team

Skills and Experience

  • 2 years of technical and customer support experience, preferably with Data Center technologies or in a NOC environment
  • Experience in a supervisory role, or as a team lead
  • Basic knowledge of, or 2 years’ experience supporting / administering:
    • Windows and/or Linux server Operating Systems
    • Virtualization technologies (VMware or HyperV)
    • Server hardware (Dell or HP a plus)
    • LAN Networks
    • Firewalls (Windows, Linux, Cisco ASA, or Fortigate)
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