Escalated Support Service Manager

5 - 7 years experience  •  IT Consulting/Services

Salary depends on experience
Posted on 02/18/18
Norwalk, CT
5 - 7 years experience
IT Consulting/Services
Salary depends on experience
Posted on 02/18/18

Primary Responsibilities: Manager of L2, L3, and Cloud Support Team supervisors.

Requirements for working with the team:

  • Manage a team of supervisors across the 3 highest technical desks at Datto, ensuring team goals are met while working to maintain/improve overall employee and partner satisfaction
  • Coach, mentor, and develop a team of supervisors and techs to ensure they have the skills to fulfill their role.
  • Instill a customer service culture that drives a high level of both employee and customer satisfaction. Hold bi-weekly 1x1 meetings with each direct report
  • Push to innovate and develop existing roles and teams beyond basic L2, L3 support across
  • Scale the current team to support multiple products and desks across the globe.

Department Requirements:

  • Ensure that the defined systems, processes, and methodologies are followed accordingly and help improve them and innovate
  • Establish and monitor KPIs for the team, technical readiness, including support volumes, employee productivity, and customer satisfaction
  • Responsible for maintaining appropriate staffing levels across all shifts/roles
  • Track and plan for attrition, backfills and make hiring decisions
  • Proactively identify and implement opportunities to improve the customer experience
  • Work with BI analyst when appropriate to review, modify, generate reports to assist with business decisions
  • Work collaboratively with the management team to assess performance and compensation for teams to develop performance plans, core competencies and metrics for the technical support team
  • Ensure continuity with fellow management members across different shifts and locations
  • Suggest project ideas to improve department efficiency and lead or contribute as a key resource for those projects when applicable
  • Be familiar with the Annual Support budget allocations and help the team stay on track or justify deviations from the plan.

Works with other staff managers:

  • Review staffing model provided via workforce management on a monthly basis
  • Work with supervisors to adjust and implement changes as necessary
  • Meet with other staff managers bi-weekly to review business trends and needs
  • Ensure continuity with fellow management members across different shifts and locations
  • Review and approve time off requests
  • Ensuring proper coverage for all shifts.
  • Ensure adherence to OT budget by supervisors

Requirements when working with members outside of the Support organization:

  • Handle any manager-level escalated customer calls and provide a satisfactory resolution
  • Identify and communicate training needs to the training team
  • Represent support for company-wide initiatives, projects and various corporate needs when applicable
  • Collaborate with Human Resources to acquire and hire new talent and conduct personnel management

Individual Requirements:

  • On call availability is required
  • Managers are expected to be available 24x7 to manage partner escalations or team emergencies
  • Utilizing and managing a yearly recognition stipend for the team
  • Attend recurring meetings (Such as Weekly Supervisor Meeting, Weekly Support Management meeting, and Monthly All Hands


Desired Skills & Expereince:

  • At least 5years of technical customer support management in a fast-paced, growing environment
  • Experience creating and maintaining a 24/7/365 staff schedule Impeccable technical ability with experience managing high-level technical groups
  • Proven track record of excellent customer service
  • Excellent verbal and written communications skills
  • Experience supporting Windows and Linux operating systems
  • Engineeringexperience is a plus
  • Experiencetroubleshooting hardware and networking connectivity problems


Here at Datto our people are our greatest asset, which is why we offer a comprehensive and unique benefits package. Above and beyond the typical medical, dental and vision, we also offer a generous 401k plan with a significant employer match, unlimited paid time off, educational reimbursement, fitness reimbursement, and travel subsidies for commuters. We have a patent rewards program and various other fun perks and fringe benefits, including free lunch every Friday in all of our offices globally.

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