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 gina@ginastechjobs.com . Click here to submit your resume for this job and others.
|
...Facilities to lead and oversee our facilities management operations. The Director of Facilities... ...- Manage a team of facilities staff, providing guidance, training, and professional... ...relationships with vendors, contractors, and service providers to ensure high-quality service...
At the Center for Health Information and Analysis (CHIA), we serve as stewards of Massachusetts health data, employing multifaceted datasets and cutting-edge analytics to ensure transparency in our health care system. By joining CHIA, you'll dive into health care data,...
Role Overview: As an Entry-Level Virtual Assistant, you will provide essential administrative and operational support to our team and clients... ...document preparation, formatting, and editing. Conduct online research as required for various projects. Support clients...
...The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. These responsibilities... ...understanding where it should be escalated Customer Success Management (CSM) team for customer workflow issues Product...
...Top pay, work in the community, and impact childrens lives. Would you like to stay active and promote life skills through sports? We offer training on the job, a flexible schedule, and incentive programs. At Amazing Athletes, our coaches and staff are promised two...