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.
|
...WE'RE INTERNATIONAL COMMITTED TO THE ROAD AHEAD We are seeking an Environmental Health and Safety Manager to join the International Motors team at our state-of-the-art 1 million sq. ft. production facility in San Antonio, TX, where we manufacture class 6-8 and electric...
...Family or Internal Medicine Physician to join their team. This is a full-time employed outpatient position. The schedule is Mon-Fri. J1 Candidates are welcome to apply. An excellent salary and compensation package is offered. An excellent salary and compensation package...
...strategic business goals.Create and prioritize user stories, epics, and features that clearly articulate business value.... ....Provide continuous feedback to improve products and project outcomes.Lead project management functions, including scope, timeline, risk, and budget...
(Physician/MD qualifications required) Family Practice - Seeking a Family Physician or Internist to join an established practice in central Vermont. Candidates must be board-certified or board-eligible and residency trained. Overview: 4-day work week, Monday- Thursday...
...records (medical, employment, etc.). Prepare legal documents (motions, pleadings, subpoenas). Assist with discovery requests and eDiscovery document reviews. Organize factual data in multi-district litigation. Prepare for depositions and trials and summarize...