Full-Time Data Center Support Manager – Marietta Georgia
Data Center Support Manager – Georgia
Marietta, Georgia, United States
LOOKING FOR A CLOUD SUPPORT MANAGER
Located in Marietta, Georgia.
ABOUT THE JOB
We are looking for someone with Extensive experience in management and able to put best practices in place, KPIs, manage talents etc.
As a Cloud Support Manager, you will lead the team providing first and second level support for all of our 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.
Aa a Cloud Support Manager 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.
- 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 & 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.
- 8 + years of technology experience in a Managed Services Department
- 5+ years 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
- Our Client is one of the fastest growing IT solutions and technology providers in the Southeast. Our growth is fueled by our focus on bringing together technology, services, and engineering expertise to simplify and improve the business operations of our clients. We specialize in cloud and professional services. We combine our technology reach with a combination of professional services, design, maintenance, and managed services, to deliver technology solutions for our diverse clients.
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