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.
|
Position Title: Transit Operator (Dial-A-Ride) To view all salary ranges for the City of... ...you! To view the full job description, work environment and physical demands, click here... ...of any next steps by email and/or phone. During the selection process, any applicant...
...equal employment opportunities, with policies in place to maintain a work environment free from discrimination. Assistant Co-Ed Cross Country Coach (Fall Season) August 18 - November 1 Position Overview: Franklin School is seeking an Assistant Cross Country...
...We are seeking a motivated individual to join our team as a Solar Installer and Technician. In this role, you will assist our experienced solar installers with the installation of solar panels and related equipment. The ideal candidate will have a strong work ethic, a...
...Hauling Frac sand (pneumatic trailers)Most routes in CO & WY but with optional longer routes when available.6 days on 2 days off rotation. Day and night shifts available.Pay is $23/hr days or $24/hr nights. $18/hr detention pay (day) and $19/hr detention pay (nights)...
...1:1 therapy directly to clients in their homes Support and train caregivers to extend... ...What we're looking for: Certified BCBA living in Georgia (or within 50 miles of... ...) Proficient with tech and comfortable working from home Why AnswersNow: ~$90,000 fixed...