It is a global systems integrator and supply chain solutions provider that brings an innovative and proven approach to how organizations around the world
evaluate, architect, and implement technology. Based in St. Louis, It works closely with industry leaders such as Cisco, HP, EMC, NetApp,
Citrix, VMware and Dell, focusing on three market segments: Fortune 500 companies, Service Providers and the Federal Government. It employed over 4,000 people and operates more than 1.5 million square feet of state-of-the-art warehousing, distribution and integration space strategically located throughout the U.S. It is proud to announce that it has been named on the FORTUNE “100 Best Places to Work For ® ” list for the past five years.
Job Summary:
The Day 2 Operations Manager is responsible for overseeing and managing Tier 2, Tier 3, and Tier 4 engineers who specialize in Networking, Unified Communications (UC) and Collaboration, High-Performance Computing (HPC), and data center compute technologies. This role ensures the efficient and effective operation of post-deployment support and maintenance activities, driving continuous improvement and customer satisfaction.
Key Responsibilities:
- Team Leadership and Management:
- Lead, mentor, and manage a team of Tier 2, Tier 3, and Tier 4 engineers.
- Foster a collaborative and high-performance culture within the team.
- Conduct regular performance reviews, provide professional development opportunities, and team performance management.
- Set measurable team objectives
- KPI reporting to Sr. Leadership to demonstrate team performance
- Operational Oversight:
- Oversee day-to-day operations of post-deployment support activities.
- Ensure timely and effective resolution of technical issues and escalations.
- Monitor and manage workload distribution among team members.
- Technical Expertise:
- Provide technical guidance and support to engineers specializing in Networking, UC and Collaboration, HPC, and datacenter compute technologies.
- Stay updated with the latest industry trends and technologies to ensure the team’s skills remain current.
- Customer Satisfaction:
- Maintain high levels of customer satisfaction by ensuring prompt and effective resolution of issues.
- Act as a point of escalation for complex technical problems and customer concerns.
- Develop and maintain strong relationships with key customers and stakeholders.
- Process Improvement:
- Identify and implement process improvements to enhance operational efficiency and service quality.
- Develop and maintain standard operating procedures and best practices.
- Monitor key performance indicators (KPIs) and metrics to drive continuous improvement.
- Collaboration and Communication:
- Collaborate with other departments, including Sales, Engineering, and Project Management, to ensure seamless service delivery.
- Communicate effectively with internal and external stakeholders to provide updates and gather feedback.
- Prepare and present regular reports on operational performance and team activities.
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field; or equivalent work experience.
- 5-8 years’ experience in managing technical support teams, preferably in a Day 2 operations environment.
- Strong technical background in one of the following: Networking, UC, and/or HPC and compute technologies.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Strong problem-solving skills and a customer-focused mindset.
- Relevant certifications (e.g., CCNP, CCIE, MCSE, VCP) are a plus.
Working Conditions:
- Availability for on-call support and after-hours work as needed.