Manager, Cloud Support Operations

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee team performance by establishing expectations, tracking outcomes, and offering continuous coaching and feedback.

• Assist with recruitment, onboarding, scheduling, and resource distribution to maintain adequate coverage and service continuity.

• Achieve team goals by balancing priorities, addressing operational challenges, and meeting service and quality benchmarks.

• Supervise daily support operations, which include managing ticket queues, workflow, and compliance with SLAs.

• Act as the escalation point for operational and technical challenges, coordinating resolutions within set processes.

• Track performance metrics and dashboards to identify trends, risks, and opportunities for enhancement.

• Drive continuous improvement initiatives, focusing on process enhancements, knowledge sharing, and leveraging tools, automation, and AI support.

• Collaborate with leadership and external stakeholders to provide insights for operational planning, service enhancements, and new service offerings.

• Communicate team priorities, policies, and performance updates to ensure alignment and accountability.

• Assist in onboarding, training, and development efforts to enhance team skills and performance.

• Ensure the consistent application of operational processes, tools, and workflows to boost efficiency and service outcomes.

• Work with internal partners to resolve support challenges and improve service delivery.

• Serve as a contact point for escalations and support the operational processes while coordinating with partner teams.

⛳️ Requirements

• A Bachelor’s degree along with 5+ years of experience in technical support, cloud operations, or a related field.

• Proven experience in leading or supervising team members within a support or operations setting.

• Familiarity with cloud support operations and service delivery models, preferably with Microsoft 365 experience.

• Experience in managing performance and supporting outcomes against KPIs/SLAs, including reporting and data analysis.

• Proficient in handling escalations and coordinating across functions.

• Capacity to manage priorities in a dynamic operational environment.

• Experience in supporting process improvement or efficiency initiatives.

• Excellent communication and collaboration skills.

• Dedication to employee development, coaching, and engagement.

🏝️ Benefits

• Medical, dental, and vision insurance with network options and the ability to contribute to a savings account (HSA or FSA).

• Up to 4% company match in your 401(k) and contributions to your company-sponsored pension plan.

• A monthly budget of $75 to prioritize your physical wellbeing.

• A monthly stipend of $80 to help cover connectivity expenses.

• Access to mental health resources, including free one-on-one therapy, coaching sessions, and digital tools.

• Supportive leave policies.

• Flexible Time Off Policy, in addition to 9 Company Holidays.

• Tuition reimbursement of up to $5,250 per year to support your educational advancement goals.

• Hybrid work arrangements with regular investments in team gatherings and offsite events.

• Various corporate perks and discounts.