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 [email protected] . Click here to submit your resume for this job and others.
|
...environment with opportunities for career advancement! We offer part time and full-time employment! Come join our amazing team! Job... ...concerns Greeting customers within 10 seconds Up selling Cash handling Keeping the customer area clean Assisting Pizza...
...requests, and preparation of proposals and presentations. Maintain accurate client records in AMS 360 or other designated insurance management systems. Assist in the processing of new business applications, renewals, and endorsements. Handle incoming calls...
...organization, the Foundation engages in grant-making, partnerships, and research to educate and involve Americans from a variety of perspectives... ...policy specialists who investigate and write about budget and economic policies in the United States. The team also develops and...
...POSITION: AP Psychology TeacherGRADE LEVEL: High SchoolLOCATION: Elevate High School, Denver, COSALARY: $60,000-$78,000 based on aligned years of experience up to 10 years. Relocation stipend available for those joining from 75 miles or more from Denver.STATUS: Full time...
...third party injury and property damage claims. Qualifications: Qualified applicants should have 2 to 5 years of experience adjusting automobile accident claims. Bachelors Degree or equivalent industry experience. Attention to detail and ability to multi-task....