Ensure quality of support is to the highest standard
Use KPIs to track quality, workload, common issues, and identify training requirements
Provide training to the team to ensure knowledge is kept up to date
Quickly resolve escalations from all levels of support
Maintain regular inter-departmental communication to aid workflow and company growth
Ensure company culture and positive attitude are prevalent throughout the department
Lead the departments' explosive growth into new territories
Implement new procedures to improve workflow and improve customer experience
Detailed Description
My time at Datto is an extremely positive experience. I started as a trainee tech (the only member of the support team) and was quickly promoted to supervisor with the hiring of 2 more staff. From this time we have seen the department grow to 19 people. For the majority of this time I was managing multiple departments, including technical support, hardware operations (including stock control), cloud operations, and logistics. I now focus solely on support (due to the size of the team and territory covered) and continue to be an instrumental leader in the department and the company's massive growth.
Company Description
Datto is an innovative provider of comprehensive backup, recovery and business continuity solutions used by thousands of managed service providers worldwide.
