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Manager, Data Center Operations
2 months ago
The Operations Center Manager will be responsible for managing the day-to-day operations of the Blackbaud-India Operations Center team, including supervising and mentoring technicians, coordinating support activities, escalating issues appropriately, and measuring success against key performance indicators (KPIs). This role requires a blend of technical expertise, leadership skills, and a commitment to customer satisfaction.
What you’ll be do:
- Team Leadership:- Supervise and mentor Operations Center staff, including providing training, quarterly check-ins with each employee, and fostering professional development and technical skills.- Schedule and manage team shifts to ensure adequate coverage and maintain service level agreements (SLAs) and key performance indicators (KPIs)- Operational Management:- Oversee the day-to-day operations of the front line Operations Center, including phone support, chat support, tier 1 ticket management, prioritization, and resolution, and escalation to tier 2 support.- Monitor Operations Center metrics and key performance indicators to identify areas for improvement and implement necessary changes.- Develop and enforce Operations Center policies, procedures, and best practices to enhance efficiency and effectiveness.- Technical Support:- Provide advanced technical support and troubleshooting for complex issues that are escalated from Operations Center staff.- Collaborate with teams and other departments to resolve customer impacting, system-wide or cross-functional issues.- Stay updated with the latest technology trends and solutions to offer informed guidance and support.- Customer Service:- Ensure high levels of customer satisfaction by maintaining effective communication and addressing feedback or complaints promptly.- Analyze customer feedback and support trends to identify opportunities for service improvement.- Develop and maintain knowledge base articles, FAQs, and training materials for both customers and staff.- Reporting and Documentation:- Prepare and present regular reports on Service Desk performance, including key metrics, trends, and front line support statistics.- Maintain accurate documentation of support procedures, ticket resolutions, and system configurations.
What you’ll bring:
- 10+ years of experience in a help desk or technical support role, with at least 5 years in a supervisory role.- Strong technical knowledge of IT systems, software, and hardware.- Proven leadership and team management skills.- Able to work flexible hours as required by business priorities- Able to drive minimum requirements of quality, security and operability across the team.
