Technical Operations Supervisor

5 days ago

Jacksonville, Florida, United States Caliber Sourcing Full time
Job Description

The Technical Operations Supervisor is a critical role responsible for providing exceptional technical support to our customers and leading the Technical Assistance Center (TAC) team. This position requires a strong understanding of technical operations, leadership skills, and the ability to represent our company professionally and technically.

Key Responsibilities:
  • Customer Support (35%): Provide timely and effective support to our customers, troubleshoot and document technical issues, and maintain a high level of professionalism during interactions.
  • Provision Flexential Services (25%): Coordinate and complete physical and logical installations of our services, update relevant documentation, and ensure seamless transitions from sales to ongoing support.
  • Leadership Responsibilities (15%): Manage workflow tasks, respond to customer requests, execute technical tasks, provide feedback and coaching to TAC team members, and maintain the TAC work schedule.
  • Assist in Facility Operations (5%): Follow data center policies and procedures, participate in facility training programs, and work with the Market Facility Operations Engineer on daily data center management.
  • Training (5%): Maintain a working level of proficiency with all Flexential services and stay up-to-date with industry developments.
  • Recruiting (15%): Participate in market recruiting activities, screen resumes, schedule and participate in phone and onsite interviews, and perform other duties as required.
Required Qualifications:
  • Demonstrated prior leadership experience
  • Passion for providing a great customer experience
  • Experience in a 24/7 production environment
  • Excellent troubleshooting skills
  • Strong understanding of Microsoft Operating systems
  • Excellent verbal and written communications skills
  • Strong attention to detail, making and keeping commitments, and meeting deadlines
Preferred Qualifications:
  • Familiarity with ITIL Incident Response methodology
  • Must be a self-starter and motivated
  • Fundamental certifications (A+, Net+, or Sec+)
  • Fundamental knowledge of networking - Routing, Subnets, Communication protocols
  • A.S. degree in Computer Science, MIS, CIS, or a related field, or equivalent experience
Physical Requirements:
  • Ability to sit for extended periods
  • Walk or Stand for 80% of the time
  • Moderate or advanced keyboard usage
  • Lift 25 lbs.
Benefits:
  • Medical, Telehealth, Dental, and Vision
  • 401(k)
  • Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)
  • Life and AD&D
  • Short Term and Long-Term disability
  • Flex Paid Time Off (PTO)
  • Leave of Absence
  • Employee Assistance Program
  • Wellness Program
  • Rewards and Recognition

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