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.
|
...more importantly, it will ensure residents of Wards 7 and 8 have access to high quality care in their community. Our advanced hospital... ...experienced Cardiac Cath Lab/Interventional Radiology Registered Nurse (PRN-Days) Our ideal candidate will provide a safe,...
...Why Youll Love It Empower Others Make a tangible difference in people's remote career paths. Home-Based Freedom Enjoy flexibility and comfort while contributing meaningfully. A Supportive Team Join a mission-driven community that values inclusivity...
...who can excel in a fast paced and ever changing environment. SAP WM Solutions Architect Sunnyvale/ Lodi, CA Rate: $90/hr... ...operations from EBLC warehouse to Lodi Warehouse including S/4 HANA Stockroom/WM configuration, Data conversion, Unit testing, SIT testing...
Position Summary: Combining your in-depth automotive repair knowledge with your exceptional people skills, you'll manage customer relationships and frequently serve as a liaison between technicians and customers. You'll also select, coach, lead, train and supervise ...
...medical, prescription, dental, vision, 401(k), life insurance, disability, tuition assistance, sick and vacation time, as well as tire discounts. Goodyear owns and operates more than 580 tire and auto service centers nationwide. We offer a fun, fast paced work...