Description

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

Responsibilities

• Act as a customer advocate to ensure tickets are resolved within defined SLAs.
• Develop and maintain the Incident Response plan to manage service events.
• Create standard operating procedures for alerting and monitoring using Solarwinds and PagerDuty.
• Mentor System Analysts and provide escalation support for complex service requests.
• Manage support desk measurements, customer annual report cards, and problem management database records.

Required Skills

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

Preferred Skills

• 5-7 years of experience and a BS/MS in Computer Science or equivalent.
• Technical proficiency in Citrix, Microsoft SQL, PowerShell scripting, and Pure storage.
• Relevant certifications such as Azure, AWS, VCP, or CCP.

Key Skills

Education

Any Graduate