Technical Support Supervisor - BCDR

Sydney

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. 

Collaboration, teamwork, open communication, and transparency are vital to our success. Datto motivates and empowers our employees to grow through professional development, training opportunities, and internal promotions. Whether it's on one of our sport teams, monthly happy hours, or other company functions; work hard play hard is not just a cliché here. Comprehensive health care packages and education reimbursement are just a few of our benefits. 

Does This Sound Like you?

You are a natural mentor, problem solver, and collaborative team player with a customer first mindset.

A Look Inside the Job:

  • Supervise, lead and inspire a small, and expanding technical support team - 5+ individuals across our BCDR and Azure applications
  • Instil a customer first culture that drives a high level of both employee and customer satisfaction
  • Collaborate with the Senior Manager, Technical Support and Application Support Supervisor to recognise opportunities to enhance workflows and identify coaching gaps
  • Track and monitor KPI’s of reporting techs including, customer satisfaction and average resolution time 
  • Monitor and optimise SLAs (service level agreements)
  • Provide weekly informal development time as well as formal monthly 1 to 1s and annual performance reviews
  • Provide feedback and follow up on customer satisfaction surveys
  • Manage the team’s phone/ticket escalations with daily ticket updates 
  • Take an active part in the hiring process including shortlisting, interviewing and onboarding 

About You:

  • An understanding of IT Managed Service Providers - their business challenges and technical requirements 
  • History of management experience, or demonstrated team lead responsibilities
  • Ability to influence a team toward meeting departmental goals
  • High technical understanding of the products being supported - namely, Business Continuity and Disaster Recovery
  • Reliable, with high integrity, strong work ethic and ability to foster an inclusive, high performance culture 
  • Ability to keep a positive attitude in a fast-paced environment.
  • Skilled at motivating others to grow and strive for constant improvement
  • Ability to create and execute on tactical decisions

Technical Skills:

  • Experience with Desktop/Server OS and applications
  • Core understanding of Linux based systems
  • Knowledge of general IT infrastructure, Networking, Windows Server and Cisco technologies, Active Directory, Virtualization, Linux, etc
  • An understanding of Azure fundamentals

Datto - A little more!

Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. Datto supports our partners 24/7/365. This commitment is a value at the core of every role in every office, always doing the right thing, and putting our customers first.

At Datto, we’re committed to cultivating a healthy, positive and growth enabling environment. We are proud of our wide ranging benefits package which is available to all full-time employees, including:

  • Virtual “Datto University” onboarding programme
  • Health Insurance
  • Income Protection
  • Headspace App
  • LinkedIn Learning
  • Free food, drinks, and fresh organic fruit
  • Charity match program
  • Education reimbursement

Datto is an equal opportunity employer. 

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited.  We collect and store your data in accordance with our Recruiting Privacy Practices.

(AU Only) Note: Only candidates who are Australian Citizens or hold perm residency will be considered.

Agencies please note: This recruitment assignment is being managed directly by our internal talent team. We will certainly reach out to our external partners if we require additional talent options. Your respect for this process is appreciated.

 

Technical Support Supervisor - BCDR

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