Operations Supervisor

4 weeks ago

Douglasville, United States Insight Global Full time

Title: Supervisor, Technical Operations


General Description

The Supervisor, Technical Operations is a 24x7x365, market-based position responsible for providing physical and Level II technical support to Insight Global 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 Supervisor’s must be able to demonstrate the ability to represent Insight Global 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 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 a ticketing system

• Follow 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 Services (25%)

• Coordinate and/or complete physical and logical installations of 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 TAA’s 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 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 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 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

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