CloudHesive

Service Desk Cloud Manager

It Manager in Fort Lauderdale, FL

Posted 2019-06-17
Description

The opportunity:
If you’re the right fit for CloudHesive, you’ll be working with a seasoned executive team that knows how to develop and scale an organization, with colleagues who share your desire to build the best company in the industry, and with a company culture that moves quickly, acts decisively and communicates openly. You’ll also be working with revolutionary technology solutions that have been deployed successfully at marquee customers around the globe. It is an attractive career opportunity.
Essential Functions and Key Responsibilities:
• Oversee the support and management of all operations tooling and systems that support the management of our customers environments
• Oversee the ticketing tools (currently ConnectWise) and the alerting tools that drive the visibility into our customers environments.
• Performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.
• Responsible for ensuring staff are meeting/exceeding expectations regarding performance and defined SLA metrics/benchmarks
• Ensure that appropriately skilled and trained resources are working in accordance with agreed internal and customer procedures and standards;
• Train, coach and mentor Service Desk Engineers (Level 1 - 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support.
• Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan);
• Assist customers with cost management and provide recommendations for cost containment.
• Manage all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction
• Key responsibilities include documentation supporting the client systems.
• Responsible as Technical Lead for Service Desk Team.
• Responsible for the technical support of AWS Services (Compute Resources, Storage, Network), application software, DNS and related technologies.
• Ensures incidents are logged accurately and timely, assigns new tickets promptly to staff, and monitors to completion to ensure resolution in a professional and timely manner.
• Monitors and resolves routine customer escalations as needed and takes corrective action as required, including further escalation.
• Assists in developing procedures for new functions and reviews existing policies, procedures, forms, and standards documentation for necessary updates.
• Maintain operational documentation including but not limited to developing Service Desk procedures and record keeping regarding problem logs, calls logs, asset management logs, and all other tracking.
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Conducts root cause analysis of incident resolutions and pro-actively recommends changes to mitigate future risk.
• Responsible for ensuring all work is handled according to established SLAs.
• Leads team toward operational excellence by monitoring and reporting on key metrics [KPIs]
• Manages team schedules to ensure key services are supported 24 by 7
• Develops and manages after-hours communications and schedules to support business needs.
• Facilitates and leads regular staff meetings to review work completed, work pending, upcoming changes, and opportunities for improvement.
• Ensures that the department’s needs are met concerning employment, recruiting, counseling, coaching, performance evaluations and expectations, timecards, scheduling, training, motivation and staff meetings.
• Performs other related duties and assignments as required.
Required Qualifications
• Have led Tier 1 & Tier 2 IT Service Desk teams
• Proven people management and leadership skills and at least 12 months of relevant experience;
• Fluent verbal and written English communication skills required.
• Ability to communicate effectively, both verbally and written with staff and end users of all levels
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Exceptional customer service orientation.
• Ability to motivate and direct staff members and subordinates.
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment.
• Ability to work across teams and manage priorities to accomplish multiple tasks is required.
• Working knowledge of ITIL and ITSM Standards and Processes
• Ability to set and analyze KPI data and provide reliable reporting to management.
• Experience with creating knowledge base articles, SOP’s and related documentation.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• Understanding of IT Help Desk best practices
• Understanding of configuration management best practices
Soft Skills
• Demonstrate strong leadership skills
• Hands-on operational approach: generate confidence with own team by providing direction, ideas; leadership
• Highly developed negotiating, presentation and communication skills
• Resilient, focused and performance driven in a dynamic and fast-moving environment
• Quality oriented in all aspects of delivery
• Customer service focus
Compensation Package:
• First off, we have a fun culture
• Training for AWS, security, and other cloud platforms
• Competitive base salary and incentive-based compensation
• Health, dental, and vision benefit plans available
• 2 Weeks PTO + US Holiday Schedule
• Company sponsored social events
• Discount program which provides discounts on movies, electronics, airfare, travel, restaurants and more
• The personal reward associated with an important position in a fast-growing company positioned to become a pivotal player in a large and rapidly evolving market
• Free Pinball !!!

Job Type: Full-time
Salary: $60,000.00 to $80,000.00 /year
Compensation package
• Competitive base salary and incentive cash compensation
• Health care benefits: Company picks up $250 of employee’s healthcare (if employee uses company insurance) and pays for short term and long-term disability completely and provides access to dental and vision insurance and Life insurance (all insurance becomes effective on the first day of the month following hire date)
• 401k plan: company sponsored 401k plan with company match (up to 3.5%)
• 3 weeks of PTO and paid standard holidays (Begin accruing PTO immediately, 4.62 hrs. per pay period)
• Free gym membership at You Fit
• Access to employee discount programs for movies, movies, restaurants, electronics and more
• Company social events
• Kitchen filled with snacks chosen by the employees
• Paid for Training on cutting edge technology and partners (AWS)
• The personal reward associated with an important position in a fast-growing company positioned to become a pivotal player in a large and rapidly evolving market
• Flexible work schedules
• Standing desks
• Company profit sharing plan

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Company summary

CloudHesive, recent winner of the H. Wayne Huizenga award, is a cloud solution consulting and managed services provider with a focus on security, reliability, availability and scalability. We are an Advanced Consulting Partner with Amazon Web Services and IBM-SoftLayer. CloudHesive services help companies securely migrate to the cloud. We help our customers find the benefits that cloud computing offers such as increased scalability, agility, and flexibility by migrating and managing their environments. Our customers increase their cloud security posture by deploying their mission critical workloads onto the CloudHesive Fabric.

Perks

• Competitive base salary and incentive cash compensation
• Health care benefits: Company picks up $250 of employee’s healthcare (if employee uses company insurance) and pays for short term and long-term disability completely and provides access to dental and vision insurance and Life insurance (all insurance becomes effective on the first day of the month following hire date)
• 401k plan: company sponsored 401k plan with company match (up to 3.5%)
• 3 weeks of PTO and paid standard holidays (Begin accruing PTO immediately, 4.62 hrs. per pay period)
• Free gym membership at You Fit
• Access to employee discount programs for movies, movies, restaurants, electronics and more
• Company social events
• Kitchen filled with snacks chosen by the employees
• Paid for Training on cutting edge technology and partners (AWS)
• The personal reward associated with an important position in a fast-growing company positioned to become a pivotal player in a large and rapidly evolving market
• Flexible work schedules
• Standing desks
• Company profit sharing plan

Interview process

You will have a phone interview to begin, and will proceed to an on-site interview if we think you will be a good fit.

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