Technical Operations Supervisor

1 week ago


Jacksonville, Florida, United States Flexential Full time
Job Summary:
Flexential is seeking a highly skilled Technical Operations Supervisor to join our team. As a Technical Operations Supervisor, you will be responsible for providing technical support to our customers and resources, as well as leading the Technical Assistance Center (TAC) employee base. This is a 24x7x365 market-based position that requires a solid understanding of facilities infrastructure, Windows operating systems, PC troubleshooting, and management applications.

Key Responsibilities:

Customer Support (35% of Duties)
  • Provide timely and effective support to our customers
  • Resolve customer issues in a professional and courteous manner
  • Maintain a high level of professionalism while engaging with customers
  • Troubleshoot and document technical issues using our ticketing system
  • Follow our support processes and procedures
  • Execute routine maintenance procedures
  • Inventory audit and verification
  • Incident triage and escalation
  • Assist with customer Joint Technical Review preparation
  • Participate and/or present Joint Technical Review
Provision Flexential Services (25%)
  • Coordinate and/or complete physical and logical installations of our services
  • Update all relevant and required documentation
Leadership Responsibilities (15%)
  • Manage assigned workflow tasks to provide timely turnaround to customers
  • 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 TAC's in a variety of ways
  • Maintaining TAC work schedule
  • Resource Assignment in TAC
  • Oversight of all special projects
  • Taking ownership of technical issues and communication to the customer, partners, and internal departments
  • Possess a minimum of two core strengths within the verticals of Flexential 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 Flexential 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 Flexential services
Recruiting (15%)
  • Participate in market recruiting activities
  • 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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