Key Responsibilities:
Manage and develop a support team to provide support to our clients
Follow up on and take responsibility for unresolved issues or escalations.
Set SMART goals based on business targets and objectives and conduct regular check ins.
Maintain a well-defined and operational working practice with minimal disruption using technology to improve efficiency as appropriate.
Liaison with the internal functions including sales, product management, onboarding, and other service functions.
Ensure high quality, up-to-date documentation exists for all service arrangements.
Requirements and skills:
3 years more or experience leading a support team in a managed IT service environment is required
Able to juggle priorities to meet deadlines without cutting corners
Experienced and conversant in Service Level Agreements and Operational Schedules
General technical understanding of Networking and Hosting technologies and solutions
Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management
Effective interpersonal and communication skills
Experience improving and developing the knowledge & skills of others
Must have his/her own work-from-home equipment (computer/laptop, webcam, headset, and wired internet connection)
What’s in it for you?
Permanent full-time work-from-home position
Salary starts at $6-$7/hr (salary increase is based on performance evaluations)
HMO (reimbursement for $100/mo)
Life Insurance (reimbursement for $20/mo)
Reimbursement for Dental: $240 and Vision: $48 per year
15 PTO credits in a year (if unused, convertible to cash!)
Retirement Benefit (starts at 5 years of service)
Training/Development courses (reimbursement for up to $30)
US Holiday Pay
Company: MSPbots
Work Hours and Schedule: May fall between 8:00 am-5:00 pm CDT (9:00 pm-7:00 am PHT), Fixed rest days (Sat-Sun)
Work Duration: Long-term
