Manager of Cloud Support

Position Overview

The Cloud Services Support Manager will report to the Manager of Cloud Services and will be a critical member of the company's technical support services team. Primary interaction will be between customer end users’, Cloud support analysts, systems administrators and other systems engineers to provide effective coverage and high quality of services for all contracted customers. The successful candidate will have a strong background around customer interaction, system issue management and problem resolution. The candidate will ideally have excellent interpersonal communication abilities with customers and the technology teams. Ability to grasp technical concepts around computing infrastructure elements such as networking, virtualization, storage, backup and recovery, remote computer access, among several is critical. Working knowledge of these concepts is a strong plus.

What You Will Do

Provide an interface and advocate for customers to get support and tickets resolved within SLA
Develop and build upon existing Incident Response plan to ensure seamless flow events should an issue arise
Create standard operating procedures around Alerting and Monitoring using tools from Solarwinds and Pagerduty
Timeframes Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with the contracted services Provides a professional interface to the Systems Support function for Trimble
Supports the System Analysts by mentoring, providing escalation support for service requests
Reprioritizes service requests and creates efficient assignments to Analysts
Provide customer annual report cards and schedules meetings to present analysis 
Provides Support Desk measurements for business tracking. 
Trimble is a 24x7x365 business hours operation, and coverage needs to be managed to support these hours. This position may occasionally require participation in the on-call schedule and be an escalation path for on-call rotation. Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

What Skills & Experience You Should Bring

3+ years’ experience working in a supervisory or managerial role 
Ability to instill confidence in customers that their problems will be addressed
Working knowledge of public cloud infrastructure (Azure, AWS, GCP)
Windows Server and Active Directory administration
Troubleshooting various system and server issues
Excellent documentation and change management skills
Excellent communication skills
Familiarity with Terminal Services / Remote Desktop / Citrix / Azure Virtual Desktop
Familiarity with IIS
Ability to prioritize a wide range of workloads with critical deadlines

What Skills & Experience You Could Bring

5-7 years’ experience
BS/MS in Computer Science or equivalent education/experience, Certifications (Azure, AWS, VCP, CCP, etc)
Citrix, Microsoft SQL, Powershell Scripting, AWS, Azure, Pure, Cloud Services