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.
|
Looking to be part of a growing successful child care center? As a Preschool teacher at the Transformational Education Adventure Center, you will be part of a fast paced business while making a difference in the lives of children. Prefer candidates with a CDA or a degree...
...DOLA Only - Division of Local Government - Regional Manager - (Reallocation) Print ( Apply ? DOLA Only - Division of Local Government - Regional Manager - (Reallocation) Salary $10,800.00 - $11,163.00 Monthly Location Statewide, CO...
Embark on a transformative journey as a Licensed Practical Nurse (LPN) in the state of Washington, with a focused assignment in Tacoma... .... This role isnt limited to a single location; our nationwide travel program provides opportunities to work across the United States,...
...Werde Teil des Teams und gestalte die Zukunft mit. Tasks Remote- und Vor-Ort-Support fr Hard- und Software Fehleranalyse und... ...Unternehmen Flexible Arbeitszeiten mit Kernarbeitszeiten fr eine gute Work-Life-Balance Ein dynamisches, internationales Team mit...
...Entry-Level Medical Coder / Billing Assistant We are seeking a motivated Entry-Level Medical Coder / Billing Assistant to join our administrative... ...field for individuals interested in medical billing and coding , with plenty of room to grow your skills and career....