Hostway Manager, L3 Support in Tampa, Florida

COMPANY OVERVIEW:

We are first and foremost a service company, enabled by technology… not the other way around. We believe that service is the core to creating a vibrant, “built-to-last”, organization. If what I’ve said isn’t a mission you can get behind, or you are looking for a big paycheck to do more “directing” than “doing”… stop reading.

Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.

Hostway Corporation is a leader in Cloud, Managed, and Hybrid Hosting. Hostway delivers reliable, secure, and scalable Infrastructure-as-a-service (IaaS) solutions to over 500,000 customers worldwide. Hostway has emerged as one of the largest cloud hosting and Infrastructure-as-a-Service providers in the world due to the company’s expertise in developing secure, multi-tenant hosting environments and is committed to providing SMB's and large enterprises with cost effective business solutions. Hostway’s core products include Managed Hosting, Cloud Hosting, Web Hosting and Email and Applications. For more information about Hostway, please visit http://www.hostway.com.

POSITION PURPOSE:

The Manager, L3 Support will oversee the L3 Managed & Cloud Systems Administration team encompassing Systems Administrators and Engineers specializing in Linux and Windows. This position requires a strong customer focus as well as demonstrated management, advanced technical skills and strong leadership skills.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

  • Oversee the daily operations of the L3 Managed & Cloud Systems Administration team, including corresponding support managers to meet and exceed department objectives and company goals set by management.

  • Responsible for driving quality and efficient customer support and service to customers through the daily management of a team of managers and employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving.

  • Facilitate resolutions for customer escalations with an understanding of company policy and an emphasis on customer satisfaction.

  • Foster and maintain an atmosphere of continuous improvement, focused on building efficient processes, optimizing staffing models, and streamlining workflows.

  • Responsible for ensuring customer support metrics are achieved. Help evaluate, recommend, implement, and maintain customer support and service applications and tools.

  • Streamline and automate processes that improve customer satisfaction, customer loyalty, and drive operational efficiencies.

  • Ensure that quality is a priority among the team, including identifying potential training opportunities.

  • Work with other managers in current location as well as other locations globally to ensure operational consistency and standardization.

  • Proactively address issues and ensure appropriate work environment for all employees.

  • Effectively communicate and report operational progress to direct reports on a regular basis including clear overview of objectives, needs for improvement, and action plans.

  • Identify, monitor, track, and maintain individual and team growth and performance, including strengths and weaknesses. Hold the team accountable for results.

  • Serve as a lead technical liaison between the technical support group and operations management on all issues that may affect customers, including planned and unplanned outages.

Requirements

DESIRED MINIMUM QUALIFICATIONS:

  • Five (5) years of experience in a technical support manager role, at least (3) years of experience in a technical support environment (preferably web hosting, cloud, or managed servers).

  • History of process improvement, problem solving skills, customer advocacy orientation, and leadership in a cross-functional team environment.

  • Excellent leadership and management skills with emphasis on mentoring, motivating, and driving a large team to success.

  • Experience implementing team processes and monitoring effectiveness.

  • Ability to identify, analyze, prioritize, and resolve daily operational problems and issues.

  • Strong written and verbal communication skills.

  • Demonstrated leadership and team building skills.

  • Energetic, motivated, and customer focused.

  • Ability to quickly adapt to a rapidly changing technology environment.

  • Ability to hire, train, and retain quality team members is critical.

Benefits

HostwayoffersacompetitivesalaryandbenefitsincludingPaidTimeOff,Medical, Dental,retirementplan,andmuchmore.Ifyouareinterestedinjoiningaprofitable, growing,anddynamiccompany,wewanttohearfromyou! HostwayisanEqual OpportunityEmployeranddoesnotdiscriminateonthebasisofrace,color,religion, sex,age,nationalorigin,disability,veteranstatus, sexualorientationoranyother classificationprotectedby Federal,Stateorlocallaw.

Hostway thanks all candidates for their interest; however, only shortlisted candidates will be contacted.