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Jobs · Information Technology · Colorado

Supervisor, Cloud and Data Protection

Flexential · Centennial, CO · 1 wk ago
Information Technology$81k–$86k/yrFull-time

About the role

The Customer-Facing Cloud and Data Protection Supervisor oversees the cloud and data protection support team, ensuring timely resolution of all tickets within their queue and maintaining high transactional Net Promoter Scores (tNPS) for CDP support cases. This role requires a proactive leader with strong technical expertise, excellent customer service skills, and the ability to manage customer interactions effectively.

Responsibilities

  • Lead and mentor support teams, fostering collaboration and high performance.
  • Ensure tickets are resolved within Service Level Agreements (SLAs).
  • Maintain high transactional Net Promoter Scores (tNPS) and handle escalated issues.
  • Oversee incident resolution and communicate progress to stakeholders.
  • Track team performance and provide feedback.
  • Generate reports on team performance and customer satisfaction.
  • Identify training needs and support team development.
  • Manage team schedules and ensure proper resource assignment.
  • Maintain a resolution SLA compliance rate of 80% or higher.
  • Achieve an average tNPS score of 80 or higher.
  • Ensure resolution times meet SLA parameters.
  • Meet or exceed company standards.

Requirements

  • 3 to 5 years’ experience in a 24/7 IT enterprise customer support environment.
  • Experience with quality control, staffing, delegation, performance management, team building, and giving feedback/coaching employees.
  • 4 to 5+ years experience applying troubleshooting techniques across various server, application, and network technologies including:
    • Remote Desktop, SSH, FTP.
    • Microsoft Server Technologies.
    • VMware and/or other virtualization technologies.
    • Linux (or other *nix platforms).
    • Disaster Recovery.
  • Strong organizational, time management, and project planning skills.
  • Excellent problem solving, critical thinking, and decision-making skills under pressure.
  • Experience resolving conflict (customer, internal).
  • Excellent verbal and written communications skills, including phone etiquette, writing, and active listening.
  • Strong attention to detail and work ethic.
  • Strong customer service and interpersonal skills.
  • Ability to influence, lead, and coach others.
  • Effectively collaborates with peers to resolve cross-shift and departmental roadblocks.
  • Positive attitude.
  • Strong understanding of network protocols (e.g., TCP/IP, BGP, OSPF).
  • Knowledge of network security measures and firewall management.
  • Relevant certifications (e.g., CCNA, CCNP, CompTIA Network+) are a plus.

Preferred Qualifications

  • ITIL foundation and experience with Change Management.
  • Technical proficiency in cloud solutions and data protection.
  • Ability to adapt to changing technologies and customer needs.
  • Skills in monitoring performance and providing feedback.
  • Strong analytical and conflict resolution skills.

Physical Requirements

  • Moderate keyboard usage.
  • Extended periods of sitting or standing.
  • Heavy phone usage.

Pay

Annualized salary range offered for this position is estimated to be $80,500 - $85,500, depending on experience, location, and qualifications. Discretionary annual bonus based on personal and company performance.

Benefits

  • Medical, Telehealth, Dental, and Vision
  • 401(k)
  • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
  • Life and AD&D insurance
  • Short Term and Long-Term disability
  • Flex Paid Time Off (PTO)
  • Leave of Absence
  • Employee Assistance Program
  • Wellness Program
  • Rewards and Recognition Program

Benefits are subject to change at the Company's discretion.

Work Location Eligibility

Applicants must reside and perform work in states where the company is authorized to do business and maintain employment registrations. Currently unable to consider applicants who reside or will perform work in: Arkansas, Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment.

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