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Managed Services Team Lead

2 months ago

Marietta, Georgia, United States Parallel Partners Full time
About the Role

We are seeking a highly skilled Cloud Support Manager to lead our Managed Services team. As a key member of our organization, you will be responsible for providing exceptional support to our clients and driving business growth.

Key Responsibilities
  • Monitor and analyze support requests, incidents, and problems to identify areas for improvement.
  • Develop and implement effective escalation processes to ensure seamless communication within the team.
  • Drive ticket analysis and develop strategies to enhance team efficiency and effectiveness.
  • Oversee the development and maintenance of technical solutions and client documentation.
  • Implement customer satisfaction metrics and lead the team to achieve exceptional results.
  • Recruit, onboard, train, and lead Level-1 and Level-2 support representatives.
Requirements
  • 8+ years of technology experience in a Managed Services department.
  • 5+ years of experience in a leadership role.
  • Proven people management skills.
  • Strong communication, writing, and presentation skills.
  • Data Center Operations and Infrastructure Design experience is an asset.
About Parallel Partners

We are a dynamic organization dedicated to delivering exceptional support services to our clients. Our team is passionate about providing innovative solutions and exceptional customer experiences.