GetCloudServices is a privately held technology services firm founded in 2003. We are a leader in the professional cloud services market with an unwavering dedication to providing the best hosting services available, regardless of platform. We integrate best-in-class connectivity and technology into a fully-automated platform which empowers enterprises with complete access, control, security and scalability. Our mission is to deliver superior technology to businesses that could not acquire it on their own. We are known for exceptional customer service that excels at simplifying complex technologies and has established a brand people trust. GetCloudServices operates primarily from a world-class data center in Jacksonville, Florida and helps businesses around the globe with advanced online needs. We provide Cloud Desktop, VDI, managed Cloud Services, and Cloud Server Hosting in a carrier-neutral facility. We are a Drug-Free Workplace and an EEO Employer. Position Please note this is a telecommuting position. You must have a high speed Internet connection and quiet work environment. We are looking for a Manager of Support Services to help lead team of talented Technical Support Specialists. You would be responsible for the supervision, measuring, monitoring, enforcement, and compliance, while raising the standards and improving the performance of this critical team. With your leadership, your team will be responsible for anticipating, identifying and satisfying the technical support and services needs of our customers. Working collaboratively with peer teams in technical support and engineering, as well as with other stakeholders, you will ensure that our clients are achieving maximum value from our solutions. The Manager of Support Services will apply their knowledge of customer support best practices, industry standards, and the skills and experiences of attaining highest customer satisfaction to elevate our customer service culture and performance. Responsibilities Oversee End User Services to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively. Manage, train and develop a strong support staff to ensure a high level of customer satisfaction. Direct the team's workflow and customer interactions. Manage the work schedule for the team to ensure appropriate resource allocation Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to customer issues. Coordinate with and maintain relationships with cross-functional teams to ensure efficient operations. Communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns. Responsible for process documentation and process development. Establish and monitor service level targets/benchmarks and measure performance against those benchmarks. Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership. Analyze performance statistics on a weekly basis and provide recommendations for process improvement in support of team metrics. Track and analyze end user issues, response and resolution rates to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel. Develop and maintain comprehensive documentation. Responsible for organizing and conducting user level training and overview for GetCloudServices computer systems and applications. Requirements Must be a resident of Florida or willing to relocate to Florida. Bachelor's degree in a Technical Discipline preferred. Previous experience managing and building technical support teams of 5 or more. Ability to excite and inspire your team. Proven track record of managing customer expectations and ensuring the highest level of customer satisfaction. Experience driving change in a fast paced technical support environment. Excellent verbal and written communication skills. Must be able to handle a large volume of client interactions through written and verbal methods. Qualifications: Desired Qualifications (not required but desired) Industry certifications, preferably MCSA, MSCE, MCTS, MCITP, VCP, VCA Data center experience, including cabling, racking, etc. Experience with Windows Active Directory Experience with virtualization technologies, specifically VMware ESXI Experience with hardware and software firewalls Experience using or managing a hosted environment Experience with network security concepts