Director of Managed Services

Data Bank | Databank Holdings, LLC - Baltimore, MD (30+ days ago)3.6

At DataBank, it is our people that set us apart. We are committed to attracting, nurturing and retaining a passionate and talented team of experts who enjoy what they do.

DataBank is a leading provider of enterprise-class data centers, cloud and interconnection services, offering customers 100% uptime availability of data, applications and infrastructure. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives.

We have an immediate opening for a Director of Support to coordinate our Server Support team. This is a key member of the support management team and will report to the VP of Managed Service Operations. The Support Director is responsible for the day to day leadership of 3 support supervisors and 27 support Engineers in two geographical locations providing 24x7x365 support and delivering world class services to our customer. The Support Director will ensure that all service request and system issues are resolved timely, correctly and effectively, and motivate and mentor the team. The Support Director will serve as an escalation point for customer issues, conflict resolution and clarification of company procedures.

The Support Director provides vision and leadership to support operations with the goal of delivering exceptional customer outcomes, as well as ensuring technical readiness of the support team for new and existing services.
This position will provide support for monitoring and maintaining a diverse server and network infrastructure to meet and exceed the SLA requirements of the company as well as develop industry best practices and procedures for operation of a multi data center environment.

Excellent leadership, follow-up, and customer service skills
Excellent interpersonal, written, and verbal communication skills
Exceptional management and people skills and the ability to engage and motivate staff
Ability to lead by example and have a deep commitment to both exemplary customer service and support
High energy level and creative problem-solving abilities
Excellent attention to detail. Ability to execute technical strategies to increase efficiency and service
Ability to communicate technical info and ideas to employees and clients, regardless of their proficiency level
Ability to communicate process and policy changes clearly and effectively
Ability to handle multiple tasks and prioritize work in order to maintain required productivity and service levels
Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations
Ability to demonstrate Problem / Incident Management skills
Ability to successfully work and promote inclusiveness in small groups in two separate geographical locations

Responsibilities and duties include:
Manage and coordinate day to day support activities of the companies Managed Services team.
Develop and mature ITSM processes and tools to ensure proper handling, and remediation of all issues raised to the MS Support to ensure incidents & requests are fulfilled within specified SLA.
Ensure proper solutions and knowledge management best practices are followed and integrate Continual Service Improvement processes to continually refine and improve MS Support performance.
Drive team goals for call, ticket, and quality performance based on performance standards. Ensures that required service targets, performance measurements, key performance indicators, status reports, and other reporting interfaces are completed and continually improved to meet needs of Databank.
Train, coach and mentor MS Support Engineers
Establish key metrics and develop/provide effective reporting of KPI's and trends to internal departments and customers.
Maintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets. Establish minimum acceptable quality goals for the team.
Conduct “Deep Dives” into metrics and processes to develop strategies for enhancement and improvement of MS Support.
Operate independently with overall results appraised largely on the efficient and effective attainment of goals and objectives.
Communicate regularly with staff through group meetings and individual sessions; ensure issues/input from team is listened to and that organization/department strategy/goals/decisions are communicated consistently and in a timely manner.
Ensure users are provided efficient, effective, and timely support on a 24x7 basis; ensures that staff are properly scheduled to ensure optimal coverage and responsiveness

Bachelor Degree in Computer Science, Engineering, or Business
7+ years of IT work experience
Experience working with supporting technologies, including, but not limited to, remote assistance, Active Directory, Group policies, SCCM, SharePoint, and Exchange.
Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities
Exceptional interpersonal, written and verbal communication skills
Mature understanding (5+ years) of managing a support organization with a proven track record of delivering results.
IT Management certification such as (ITIL, CMM, COBIT, Verism) Desired
Demonstrated ability and experience leading, influencing, negotiating and problem solving
Travel Required: 25% of the time will be spent traveling to our Kansas City office


Competitive base salary, depending on experience, and commissions.
Paid time off, medical, dental and vision benefits and future growth opportunities within the company.

Brand: Data Bank
Address: 120 E. Baltimore St. #1900 Baltimore, MD - 21202
Property Description: 7 - Baltimore St - Baltimore, MD
Property Number: 7