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.
|
...the Miramar Beach, FL office. This position will support the Environmental business line, primarily working on Department of Defense (DoD... ...Qualifications Minimum Requirements Bachelors degree in Geology, or other related discipline (e.g., geophysics, geochemistry,...
...Bring spaces to life with your creativity and horticulture skills as an Interior Plant Installation Technician on Dennis 7 Dees Urban Plantscapes team! In this role, you'll transform commercial spaces through expert plant care and stunning installations, from living...
...If this sounds like a culture you would like to work in, youre invited to apply for this role. Fluor is a leading government contractor with a proven track record of delivering highvalue technical solutions around the world to U.S. government agencies such as the...
...respected providers of hospital and healthcare services, Universal Health Services, Inc. has built an impressive record of... ...Qualifications Qualifications POSITION SUMMARY: The Mental Health Technician will assist in the direct care and management of patients...
...opportunity for our current and prospective team members. As a result, a full-time position is available for an Experienced Airport Client / Project Manager at our office in Middleton, WI. As a client/project manager, you will be responsible for: Leading project...