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Sr. Manager, Technical Support Operations

Sr. Manager, Technical Support Operations

Location: Broomfield,CO     Department: Customer Service

Job Number: LH-1216

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Sr. Manager, Technical Support Operations  (2 positions available)                      

Broomfield, CO


Reports To: Director Customer Operations


Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

Customer Operations Mission 

Zayo is building a high-touch Cloud Services Organization that will provide extraordinary customer service which encourages our customers to confidently trust their business to us.  We believe that one-on-one interactions build meaningful and lasting relationships that deliver value.  In our industry, our overriding competitive advantage is our culture of showing our team members and our customers that they matter.  We provide a distinctive support experience by focusing on serving one customer at a time, and we serve them as if they are the only customer we have.

Collaboration and cross-training is a cornerstone of our philosophy: if you are working with something that is unfamiliar, you are encouraged to bring in one or more of your teammates to assist you.  One of the goals of our support model is to solve the customers’ support issue during the first contact with our support staff.

Position Description

You will lead several teams of support engineers across multiple shifts to implement the Customer Operations Mission.  Your management approach is to focus on long-term success through customer satisfaction.  You will build the processes and systems necessary to accomplish this.  You will manage the 24×7 shift schedules of the various teams as necessary.


  • Lead projects and maintain deliverables, estimates, and
  • You and your peer will implement ITIL for all support processes.
  • You will define and implement appropriate controls as necessary to support ITIL.
  • Create and support better management reporting and information flow.
  • Identify trends within the business and drive improvements while leveraging process benchmarking and controls to quantify initiatives.


  • Completed university education in Business, Computer Science, Finance, or technical equivalent.
  • Minimum of 4 years of project management experience.
  • Strong knowledge with Salesforce and VMware.
  • Expertise in at least one area of related technologies – Firewalls, Storage Systems, Monitoring Systems.
  • Expert level knowledge of ITIL.
  • In-Depth knowledge of the technical support function.
  • Knowledge of general cloud computing.
  • Ability to write white papers a plus.
  • ITIL certification a plus.
  • Excellent written and verbal communications skills.
  • Ability to present and to influence all levels of leadership.
  • Excellent written and verbal communications skills.
  • Superior analytical skills.


  • Competitive compensation
  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
  • Fitness membership discounts
  • Generous paid time off policy including paid parental leave

Zayo is an Equal Opportunity Employer. Zayo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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