Immediate need for a talented Overnight Cloud/Technical Support Manager. This is a Fulltime opportunity with long-term potential and is located in Raleigh, NC(Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID:24-44691
Pay Range: $110,000 - $130,000/annum. Employee benefits include, but are not limited to, health insurance (medical, dental, vision).
Key Responsibilities:
- You’ll interface with several departments, but your priority is staying cool, calm and collected with customers who may be upset and frustrated by an incident.
- You’ll be an effective leader, promoting teamwork and cooperation. You’ll show a sense of urgency and a bias toward action.
- Team and Function Management (75%):Resolving all requests, incidents and problems including joining client calls.
- Coaching a team of 8-12 members.
- Developing processes that benefit the client services organization.
- Serving as the escalation point for your team members as needed and engaging upper management for additional support.
- Monitoring ticket and phone queues.
- Motivating your team to consistently deliver exceptional end-to-end client experience across all client tiers.
- Department Analytics (15%):Gathering and assessing various data points to provide regular reporting on client and technology health.
- Reviewing all survey feedback to improve services, tools and the overall client services experience.
- Executing ticket deep dive analysis.
- Developing service- and business-level objectives to measure performance.
- Report team data to Director of Support identifying trends and action plans to remediate
- Other Responsibilities (10%):Overseeing the technical solutions repository and client documentation repository.
- Handling confidential information.
- Developing an effective framework for managing and improving customer IT support.
- You’re all about data and using it to tell impactful stories and drive business decisions.
- You’re incredibly motivated with a growth mindset and a customer-centric attitude.
Key Requirements and Technology Experience:
- A BA/BS with 6+ years of experience in a related field with at least 1 year of experience in a management/lead position,
- OR a MS and 4 years of experience,
- OR a Ph.D. and 1 year of experience,
- OR 10 years of experience in a related field without a degree.
- Experience working within, influencing and/or leading end-user support operations.
- Experience managing large teams.
- Operational skill within Salesforce service console including report building and custom dashboard creation.
- Experience with Excel and PowerPoint.
- Superior communication skills.
- Willing to work night shift from 8PM to 7AM.
- Build a better future here – for our customers, communities and your own career.
Our client is a leading Auto Industry, and we are currently interviewing to fill this and other similar fulltime positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
