Job Description
What You'll Do Working alongside a manager, you'll play a critical role in managing key tactical responsibilities that support the department's success. You'll balance competing priorities, surface insights from data, and support team and client needs with precision and urgency.
Key Responsibilities: Data Analysis - 25%- Review a minimum of 15 cases daily from your team's queue to validate quality, identify improvement opportunities, and highlight outstanding work.
- Deliver a weekly performance summary highlighting key trends, metrics, and areas for coaching.
- Develop a monthly functional review to support continuous improvement.
- Prepare operational reporting for high-priority clients.
Team Management - 50%- Conduct weekly 1:1s with team members to support development and performance.
- Validate and submit payroll for your team.
- Draft initial staffing schedules for on-call, daily, and holiday coverage.
- Serve as the primary escalation point for your team, ensuring prompt resolution of complex issues.
Customer Success - 25%- Participate in root cause analysis calls and contribute to the on-call rotation.
- Lead incident response and coordinate troubleshooting efforts.
- Collaborate with stakeholders to resolve portfolio-specific inquiries and escalate issues appropriately.
- Monitor and manage activity in the inbound queue.
Who You Are You're naturally curious, eager to learn the business, and driven to solve problems. You build trust quickly, collaborate well with others, and approach your work with a sense of ownership. People enjoy working with you because you listen, follow through, and show up prepared.
Minimum Qualifications: - High School Diploma or GED and 5+ years of experience in a relevant field (e.g., customer-facing support desk).
- OR a bachelor's degree in a related discipline with 3+ years of experience
- OR a master's degree with 1+ year of experience
- Strong technical troubleshooting skills and a quick learner of new systems and processes.
- Ability to interpret and respond to data-driven business questions.
- Professional demeanor, business acumen, and a growth-oriented mindset.
Preferred Qualifications: - Previous people management experience.
- Experience working in Azure, Citrix, or with email security solutions.
- Foundational knowledge of networking concepts.
- Familiarity with Microsoft infrastructure.
- Experience working for a Managed Services Provider (MSP).
- Comfortable presenting and communicating with leadership.
USD 90,100.00 - 150,100.00 per year
Compensation: Compensation includes a base salary of $90,100.00 - $150,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
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