Manager, Support Operations (Remote/Second Shift)

Location: Remote, based in Dallas, TX, US; second shift, flexible schedules when required, and occasional travel required.

Company

hirify.global provides enterprise data center, cloud, managed services, and interconnection solutions focused on data, application, and infrastructure availability.

What you will do

• Manage Support Operations Technical Engineers and provide direction, career development plans, onboarding, and offboarding support.
• Develop support-service strategy and ensure customer and departmental OLA and SLA targets are met.
• Oversee incident response, customer escalations, support-tier escalation, and communication during critical events as incident commander.
• Lead monitoring and maintenance of server and network infrastructure, including operating-system patching, scheduled tasks, and system decommissioning.
• Analyze response times, customer satisfaction, Net Promoter Scores, call volume, workflows, and procedures to drive continuous improvement.
• Approve team hourly-employee activities and ensure alignment with organizational goals.

Requirements

• Minimum 3 years of management experience and 10+ years of Information Technology experience.
• At least 2 years supporting web services such as Apache, IIS, or NGINX.
• At least 5 years administering Windows and/or Linux operating systems in an enterprise environment.
• At least 5 years of network administration experience covering WAN, LAN, DNS, and DHCP.
• Strong working knowledge of TCP/IP, DNS, and DHCP; working knowledge of MS SQL and MySQL database technologies.
• Working knowledge of backup and business continuity software administration, including Veeam, Commvault, Zerto, or Actifio.
• Working knowledge of VMware vCenter and Cloud Director.
• Experience with load-balancing, traffic-management technologies, and network-monitoring tools.
• Excellent communication, collaboration, customer service, written, verbal, organizational, problem-solving, analytical, prioritization, documentation, and deadline-management skills; ability to work as a self-starter and team player in a growing enterprise.

Nice to have

• Experience with ScienceLogic.
• Experience with ColdFusion.
• One or more Network+, CCNA, A+, Security+, Microsoft, Linux, or VMware certifications.

Culture & Benefits

• Fast-paced, growing enterprise environment focused on customer service, operational stability, and continuous improvement.
• Health, vision, and dental insurance packages.
• Short-term and long-term disability insurance and life insurance.
• 401(k) with company match.
• Paid time off and paid holidays.
• Equal opportunity workplace.