As Vice President of Support Operations at DataBank, Mike Baker leads the customer support experience across 24x7x365 technical support teams and technical account managers. With more than 20 years of IT leadership spanning operations, cost management, system architecture and vendor management, he brings deep expertise in cloud, hybrid and public operating models. His approach centers on delivering supportable solutions built around business needs and measurable outcomes.
This video explores the four key performance indicators that separate exceptional managed service providers from average ones – and how metrics like response times, Mean Time to Repair, uptime, and Net Promoter Score help IT leaders evaluate operational performance and customer experience, featuring insights from DataBank’s Autumn Salama, Michael Baker, and Thomas Cannady.
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