As the Support Manager with Managed Services experience, you will lead the team providing first and second level support for all managed customers. Your role will be to coordinate overall support process for incidents/service requests and establish objectives/metrics for the support desk operation that reflect the organization’s overall goals. As the Cloud Support Manager, you will manage the performance and operation of 24x7x365 support to clients (internal and external) and ensure that service levels are achieved. You will also be responsible for managing staff to meet/exceed expectations about performance, defined metrics/benchmarks, and that standards and processes are followed. This position is 100% Onsite.
Responsibilities:
– Monitor all requests, incidents and problems reported or detected in the Cloud Support organization.
– Develop and mature phone/ticket escalation processes to ensure free flow of information within the organization.
– Drive ticket deep-dive analysis and develop strategies for improvement of team efficiency and effectiveness.
– Oversee technical solutions and client documentation repository and ensure quality solutions and procedures are available and used by your team members.
– Implement and cultivate capture of NPS scores to measure customer satisfaction.
– Recruit, onboard, train and day-to-day lead Level-1 and level-2 support representatives in the Cloud Support team.
Qualifications:
– 8+ years of technology experience in a Managed Services Department.
– 5+ years of experience in a leadership role.
– People management experience.
– Customer onsite and remote support experience.
– Ability to work in a fast passed, dynamic environment.
– Strong communication, writing, and presentation skills.
– Data Center Operations and Infrastructure Design experience, an asset.
Benefits include medical insurance, retirement plan, PTO, etc. Salary: 80K+ DOE. Keywords: Marietta GA Jobs, Support Manager, Cloud Support, Incident Request, Service Request, Data Center, Operations, Infrastructure, Leadership, People Management, Managed Service Provider, Georgia Recruiters, IT Jobs, Georgia Recruiting
We help companies that are looking to hire Support Managers for jobs Marietta, Georgia and in other cities too. Please contact our IT recruiters and IT staffing companies today!Phone 630-428-0600 ext. 12 or email us at [email protected] . Click here to submit your resume for this job and others.
|
...Job title: Junior Java Backend Developer Locations: Jersey City, NJ, Raleigh, NC, West Lake, TX, Boston, MA Onsite . Years of experience: 5-8 yrs. Skills java, backend, spring boot, spring core, kafka, postgresql, mockito, aws Contract description We are...
Warehouse Receiving Manager Location Largo, FL : Job Title: Warehouse Receiving Manager Location: Largo, FL Reports To: Operations Manager... ...Manager to oversee all inbound operations for our drop ship warehouse. This role is critical in ensuring accurate and timely...
...religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor....
...the gaming industry, we invite you to apply. We are currently in the process of building a team of full-time, entry-level Game Testers for a gaming studio located in Charleston, South Carolina, to better serve our gaming clients. Requirements We are searching...
...culture Best-in-class benefits & wellness programs Generous 401(k) match and profit-sharing Clear paths for career growth and internal mobility Full training and ongoing development Shared company ownership yep, you read that right Recognition for doing...