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Apt · 2 months ago

Manager Data Services

, Tennessee

Full-time

Onsite

Mid Level

$80K/yr - $80K/yr

3+ years exp

Apt is a company dedicated to delivering exceptional customer experiences, and they are seeking a Manager of Data Services to lead and support a high-performing technical support team. This role involves acting as the escalation point for complex service and technical issues while ensuring alignment with organizational goals and driving continuous improvement.

Staffing & Recruiting

Responsibilities

Approach every responsibility with a disciplined, detail-oriented mindset to achieve consistent results

Clearly and professionally communicate expectations, updates, and priorities to your team

Oversee training and development, including onboarding and ongoing education

Partner with cross-functional leaders to resolve operational challenges and customer-impacting issues

Monitor calls, tickets, and communications to identify coaching needs and elevate customer experience

Ensure timely resolution of escalated technical and service-related issues

Support team performance to achieve key targets, including NPS, SLA/OLA, and other KPIs

Manage scheduling, including PTO, on-call rotations, and attendance adherence

Respond to widespread service events and outages, coordinating with leadership and field operations where necessary

Escalate critical employee, service, or customer concerns to senior leadership when appropriate

Perform additional duties as assigned

Qualification

Telecommunications technical supportTroubleshooting abilitiesTeam leadershipWindows operating systemsMicrosoft Office SuiteADTRAN systemsServiceNowManage prioritiesCommunication skillsAttention to detailOrganizational skills