Data Operations Manager

1 day ago

Dallas, Texas, United States BuzzClan Full time
Job Description

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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