Support Manager / Linux Team Lead

Caronet / Charlotte, NC

Job Description

Working from our Charlotte office, the Support Manager / Linux Team Lead is a customer facing and hands on role that has strong experience with managing Tier 1 and Tier 2 support staff.

This position will be responsible for managing the performance of Tier 1 and 2 Support staff in a Linux environment, Asset Management and to ensure that customer expectations are met or exceeded. The Support Manager is responsible for ensuring that the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.

The successful candidate will have experience working in a diverse enterprise datacenter environment, managing technical staff, and several years of Linux experience.

Responsibilities

  • Hands on management of the Support Desk operations to ensure the delivery of services to end users and partners and ensure adherence to published SLA’s
  • Continual process improvement to services offered and implementation of IT savings where applicable
  • Manage Tier 1 and Tier 2 support services and activities, ensuring that service delivery and customer satisfaction exceed published service levels and coordinate escalation of any unresolved problems
  • Help to develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization
  • Train, coach and mentor IT Support Specialists including career development
  • Oversee staff activities, in addition to building and obtaining training material for support staff
  • As needed, schedule employees working times
  • Ensure hardware and software assets are tracked per best practices and inventory is managed effectively
  • Keep confidential all applicant, client, and company proprietary information within the Tier 1 and Tier 2 support units
  • Interface with the support, sales and engineering organizations and directly with the customer base on critical escalations and call resolution
  • Manage and develop the support teams, including hiring, professional development and proactive project work
  • Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
  • Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
  • Work with the engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
  • Review survey feedback to improve services, tools and support experience
  • Provide expert advice to all support staff in the resolution of incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution
  • Actively manage the monitoring and resolution of stalled or SLA breached incidents
  • Ensure that any SLA service breach is recorded and described before it is closed
  • Provide point-of-escalation and support for all technical issues
  • Manage standard change management procedures for application enhancements within the Tier 1 and Tier 2 support units
  • Responsible for the instruction, assigning, and overseeing the performance of the Tier 1 and Tier 2 support units
  • Other duties as assigned

Desired Skills and Experience

Minimum Qualification Requirements
  • A Bachelor’s degree in a related field or equivalent work experience
  • Knowledgeable of the configurations, programming, documentation, installation and maintenance of Linux (Ubuntu/RedHat/CentOS – Current)
  • Strong MS Office Experience (Excel, Word, PowerPoint)
  • 5+ years working in a large scale, demanding IT environment
  • 1+ years of experience working with VMware vCenter and vCloud
  • Network Configurations – VLANs, CIDR, OSI Layers
  • Experience with Apache, IIS, Lighttpd, nginx, MySQL, and MSSQL
  • Ability to debug and troubleshoot operating system and application access problems
  • Experience with system diagnostic tools/programs and ability to evaluate the output
  • Data Center Experience
  • Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
  • Ability to maintain confidentiality
  • Requires 24×7 availability

Desired Additional Skills

The preferred candidate should possess the following
  • Must be detail oriented, with demonstrated technical knowledge and consultative skills
  • Familiarity with ITIL and process improvement is a plus
  • Excellent written and verbal communication skills
  • Excellent analytic, organization, presentation, customer service and facilitation skills
  • Excellent problem solving skills; and the ability to handle multiple tasks under tight deadlines
  • Must possess extreme attention to detail, be an independent, self-motivated and self-starting worker and have the ability to manage multiple projects simultaneously while maintaining excellent performance and results
  • Ability to be watchful, anticipate and act quickly with good judgment. Ability to think through complex problems, analyze and break it down into parts to resolve or perform timely escalation to higher tier resources
  • Experience creating and maintaining policies and procedures for pertinent IT systems
  • United States Citizenship is required
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Next Step

If you are interested, email a copy of your resume to careers@caro.net. Include a cover note explaining which role you are applying for and why you are a qualified applicant.

We kindly ask that recruitment agencies / search firms refrain from contacting us in regards to this posting.