Manager - Cloud Support Associates (Tier 2)

This position can be 100% remote in the following states: CA, CO, DE, FL, IL, IN, MA, MD, MI, MN, NH, NJ, NY, OR, PA. RI, SC, TX, VA, WA

New York Tri-State is preferable with a hybrid work arrangement.

Position Overview:

We are looking for a talented and experienced Team Lead to guide a team of talented Cloud Support Associates (Tier 2) in our Managed Services Department. You will own processes and technical areas within the department and participate in ongoing projects. The Cloud Support team is 24/7 and responsible for evaluating and troubleshooting client support issues, change and build requests, and communicating with clients and account managers as needed. You will provide feedback and training to your team to help them succeed and grow, review internal processes and procedures, use your technical knowledge to keep projects and tasks on track, and ensure client satisfaction.

Responsibilities:

• Ticket queue management and prioritization of team workflow
• Oversee and ensure the quality and accuracy of teams’ work
• Shift schedule management
• Ensure policies are followed and goals are met by team members
• Provide direction and guidance to the team and individual engineers to achieve technical, communication, and other skills required to maintain successful relationships with Logicworks clients
• Support account managers with technical questions, concerns, escalations, and client meetings
• Conduct regular one-on-ones with direct reports
• Coach and mentor direct reports
• Assist with interviewing and hiring of new team members
• Develop, organize, and execute training sessions for new workflows and procedure recommendations
• Delegate responsibilities and workload within the team
• Participate in inter-departmental planning meetings on suggested solutions for existing issues as well as systemic improvements
• Create and develop key utilization metrics for the department
• Work with Manager on performance reviews of your reports
• Work with Manager on developing policies and goals for the team and ensuring those goals are in line with departmental goals

Skills required

• Strong verbal and written communication and interpersonal skills is a must
• Ability to identify each team members strength and weakness
• Hands-on experience with Linux and Windows administration
• Detail oriented
• Ability to train engineers on both technical and customer service skills to ensure customer success
• Ability to make prompt decisions under pressure
• Ability to work with other departments to facilitate changes
• Ability to identify areas of improvement either technically or with existing processes.
• Ability to provide frequent project updates and meet project completion deadlines
• Proficiency with AWS management (EC2, SNS/SQS, RDS)
• Ability to conduct thorough investigations, including issue root cause analysis reports and corrective action plan implementation
• Ability to work a flexible schedule, including on-call and the potential to work nights and weekends as necessary.

Preferred Qualifications

• Proficiency with Azure management
• Experience with infrastructure automation tools such as Puppet and Ansible

What makes this an exciting opportunity?

Working at a high-growth company is exciting on a lot of levels. There is a ton of room to expand and grow in your career here in the role and the company as a whole. Your ideas and ways to improve are encouraged and matter to your team and cross-functionally in other groups, because everything you do here matters. We are and are in an industry that is doing cool stuff and the pace-of-change creates exponential areas of growth - both personally and professionally. 

Logicworks consistently earns high reviews from employees, has a lengthy employee retention average, and has been voted a Best Place to Work year over year by Crain's and Best & Brightest Co. We would love to hear more about you and how you may be a good fit for the role. Apply below to hear more about the opportunity and team. 

About Logicworks

Logicworks helps customers migrate, run, and operate mission critical workloads on AWS and Azure with security, scalability, and efficiency baked-in. Our innovative Cloud Operations Platform combines world-class engineering talent, policy-as-code, and integrated tooling to enable customers to confidently meet compliance regulations, security requirements, cost control, and high availability. Together with our team of dedicated certified engineers and decades of IT management experience, we ensure our customers’ success across every stage of the Cloud Adoption Framework. 

Security Responsibilities

All members of Logicworks are responsible for security of their workstation and mobile devices; this includes:

•   Good password practices,
•   Safe browsing
•   Keeping your devices up to date with security patches – Operating System and Application
•   Locking one’s screen when away
•   Physically protecting your devices when in public or high-risk areas.
•   Attending annual Security Awareness training

All staff is also responsible for adherence and compliance with all Logicworks Security Policy, including but not limited to:

•   All Policies contained within the policy package, reviewed and signed.
•   All regulatory or compliance policy which is applicable to employee role and responsibilities.

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