Technical Operations Lead

The Technical Operations Lead will be an experienced, highly process-driven individual leading our Cloud Support Team. The Technical Operations Lead will be responsible for managing skills-based routing of tickets and issues, client and internal SLAs (Service Level Agreements), assigning tasks and managing project timelines to completion as well as overseeing the day-to-day smooth operations of our Service Desk. This position also provides general networking and computer support as well as support for nology products and services as needed.

This position requires a proven track record of exceptional customer service skills with a deep understanding of IT support, networking, and operational efficiency.  This individual will be the primary interface and front-line leader for the Cloud Support Team, responsible for managing and leading a high-performance team in a fast paced, highly diverse environment. These activities include maintaining service level agreements (SLAs), service delivery, metrics and reporting, service desk ticketing, tool selection and adoption, desktop applications, configuration and builds.  

Position: Full Time

What you should know:

We are a fast growing cloud computing firm with products to help businesses increase efficiencies and reduce the cost and complexity of their technology and IT. At nology we believe in a flexible team environment that rewards hard workers and gives you the tools, flexibility, and freedom to succeed.

Position Requirements

·        Experience managing a call center or help desk team

·        Minimum 3 years’ experience with network deployment and troubleshooting. This includes knowledge with SonicWall, Unifi and general network knowledge.

·        Experience leading teams to support small to medium-sized business environments, working with Office, Active Directory, Exchange, Windows, virtualization, and networking; Prior experience working in a Managed Service Professional (MSP) environment is a plus

·        Experience working with RMM and ticketing tools a plus

·        Experience working with 3^rdparty vendors

·        Experience guiding end users through troubleshooting over the phone and walking them through documented setup procedures.

·        High level critical thinking skills and ability to seek out new and creative solutions

·        Ability to work in a fast-paced, and at times high-pressure consulting environment

·        Ideal candidate will bes elf-motivated, have excellent written and verbal communication skills, and the ability to work in a fast paced, multi-tasking environment with little direct supervision.

Position Duties and Responsibilities:

·        Lead, coach and manage teams on a daily basis to improve efficiency and technical aptitude

·        Triage of service desk calls to ensure that clients have the correct expectations of when an issue will be addressed.

·        Responds to open trouble tickets quickly and performs necessary network troubleshooting ensuring resolution or timely and appropriate escalation.

·        Maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators.

·        Manage project timelines, scheduling, and employee accountability.

·        Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests.

·        Manage support escalations for complex issues and ability to work with 3rd party vendors and support.

·        Needs extreme attention to detail and the ability to effectively and powerfully communicate deadlines, tasks, and hold employees accountable to SLAs, timelines, and metrics.

·        Provide On-Call Support on a rotational basis. Rotation is scheduled for one week at a time.

·        Other responsibilities as assigned.

Compensation:

·        Salary

·        Hybrid Remote Work schedule with potential for Full-Time Remote

·        Comprehensive benefits package including Health, Dental, Vision and PTO

·        Retirement Savings

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