Description

Lead the technical support services team to ensure high-quality coverage for all contracted customers.

Responsibilities

• Manage and prioritize incoming service requests via telephone, email, and in-person to ensure resolution within SLA.
• Develop and maintain the Incident Response plan and create standard operating procedures for alerting and monitoring using SolarWinds and PagerDuty.
• Mentor System Analysts, providing escalation support and managing efficient task assignments.
• Track support desk measurements, maintain problem management databases, and deliver annual customer report cards.
• Oversee 24x7x365 coverage and act as the primary escalation path for the on-call rotation.

Required Skills

• 3+ years of experience in a supervisory or managerial role.
• Working knowledge of public cloud infrastructure including Azure, AWS, or GCP.
• Experience with Windows Server and Active Directory administration.
• Ability to troubleshoot various system and server issues.
• Familiarity with Terminal Services, Remote Desktop, Citrix, Azure Virtual Desktop, or IIS.
• Strong documentation and change management skills.
• Ability to prioritize multiple workloads under critical deadlines.
• Understanding of computing infrastructure elements such as networking, virtualization, storage, and backup/recovery.

Key Skills

Education

Any Graduate