Data Operations Manager
1 day ago
At BuzzClan, we are seeking a highly skilled and experienced Data Operations Manager to join our team. As a key member of our IT department, you will be responsible for leading and mentoring a diverse team of IT Support Specialists.
Key Responsibilities:
- Lead and mentor a team of IT Support Specialists to ensure excellent customer service and technical support.
- Foster a culture of continuous learning, growth, and accountability within the team.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Develop and implement training programs to enhance technical and customer service skills.
- Oversee the day-to-day operations of the help desk, ensuring efficient ticket handling and resolution.
- Monitor support metrics (e.g., response time, resolution time, customer satisfaction scores) and implement improvements as needed.
- Implement and maintain a knowledge base for support staff and customers.
- Analyze support trends and customer feedback to identify areas for process improvement.
- Develop and implement strategies to enhance the overall customer support experience.
- Collaborate with cross-functional teams to integrate customer feedback into product development and improvement efforts.
- Evaluate and manage relationships with third-party vendors and service providers.
- Stay abreast of emerging technologies and industry best practices to enhance the effectiveness of the help desk.
- Ensure compliance with relevant industry standards, regulations, and data protection laws.
- Implement and enforce security measures to safeguard customer information and company assets.
- Prepare regular reports on key performance indicators (KPIs) and present findings to senior management.
- Foster clear and open communication channels with internal stakeholders, ensuring alignment with organizational objectives.
Requirements:
- Proficiency in troubleshooting and resolving hardware and software issues.
- Knowledge of operating systems (Windows, MacOS, Linux).
- Familiarity with Intune is a plus.
- Understanding of networking concepts, protocols, and services.
- Experience with managing server environments (Windows Server, Linux, etc.).
- Knowledge of cloud platforms and services (Azure).
- Experience with Active Directory, Group Policy, DNS, DHCP, etc.
- Proficient in using remote desktop tools and IT management software.
- Understanding of cybersecurity best practices.
- Good verbal and written communication skills.
- Must have experience with ticketing systems (ServiceNow, Jira, etc.).
- Must have experience with building and executing KPI's for team and Help Desk function.
- Must have experience with ticketing workflows, tags, triggers, maintenance, and admin functions.
- Must have experience in creating reports and presentations for the areas you oversee.
- At least 5-7 years of experience in IT support, preferably with a progression from Support Specialist to Management.
- A Bachelor's degree in Computer Science, Information Technology, or a related field.
- Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment.
- Ability to lift 10 to 25 lbs. throughout the day.
- Ability to work underneath a desk if necessary.
Soft Skills:
- Excellent communication and interpersonal skills are essential for effectively interacting with end-users and other team members.
- Strong problem-solving and analytical abilities to handle complex technical issues.
- Patience, empathy, and the ability to explain technical concepts to non-technical users.
- Time management and multitasking skills to prioritize and manage multiple tasks effectively.
The IT field is constantly evolving, so a willingness to learn about new technologies and adapt to changes in the industry is crucial.
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