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Job Description
Job Summary:
We are seeking a highly motivated and experienced Cloud Support Manager to lead and oversee our Cloud Support Team. The ideal candidate should possess deep technical knowledge on supporting and administering Office 365 services such as Exchange Online, MS Teams, Telephony, OneDrive, SharePoint Online, Intune, Security and Compliance, excellent leadership skills, and a proven track record in managing support operations. Knowledge of other supporting applications/services such as Azure AD app integration, Okta, Adobe, Templafy and Monday.com would be of benefit.
As a Cloud Support Manager, you will play a crucial role in ensuring the seamless delivery of cloud support services to our users, maintaining high customer satisfaction, and driving continuous improvement in our support processes.
Responsibilities
- Team Leadership: Lead, mentor, and manage a team of Cloud Support Engineers, providing guidance, performance evaluations, and fostering a collaborative and high-performing work environment.
- Technical Expertise: Maintain a strong understanding of various Office 365 services (e.g., Exchange Online, MS Teams, Telephony, OneDrive, SharePoint Online, Intune, Security and Compliance), Azure AD, Exchange On-premise and Active Directory, and their services to effectively guide the support team in troubleshooting and resolving complex technical issues.
- Service Request and Incident Management: Manage support tickets to a high standard following ITSM principles. Participate in troubleshooting an incident resolution activity.
- Customer Engagement: Interact with clients to understand their support needs, manage escalations, and ensure timely and effective resolution of issues, maintaining a customer-centric approach.
- Process Enhancement: Continuously improve support processes and procedures, identifying bottlenecks and inefficiencies, and implementing best practices to optimize service delivery. Create high quality documentation and keep up to date including the knowledge base.
- Monitoring and Reporting: Perform various daily checks and tasks across internal environment and perform any required action on services in scope.
- Collaboration: Work closely with senior technical teams on resolving complex support issues, learning how to support new deliveries, and assisting with project delivery where capacity and workload allows. Collaborate with cross-functional teams in prototyping proof-of-concept development under guidance of engineers and architects to provide valuable customer feedback, contribute to product improvement, and drive overall business success.
- Training and Development: Plan and facilitate training workshops to keep the support team updated on the latest features of Microsoft 365 and other application/services in scope, troubleshooting techniques, and best practices.
Qualifications
Required Experience
- Bachelor’s degree in Computer Science, Information Technology or a related field.
- Strong ability to prioritize varied workloads across different environments.
- 1-3 years of relevant industry experience.
- Experience of second line support for Microsoft365/Cloud Collaboration services and workloads.
- In-depth knowledge of the features of Microsoft 365, including: Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Teams, Telephony, Azure AD, Intune, Outlook, LDAP, MAM/MDM, Mimecast, and Microsoft Security and Compliance Package
- Demonstrable skills in business analysis and requirements documentation.
- High degree of creativity and problem solving.
- Excellent communication and presentation skills.
- Ability to build and maintain effective relationships across various teams and skill levels within the company and with clients.
- Ability to organise and prioritise work activities to support objectives.
- High degree of motivation and willingness to contribute to successful project delivery.
- Excellent written and verbal communication skills.
- Natural self-starter: enthusiastic, with the ability to learn and adapt to new technologies as they emerge and eager to share information with colleagues and customers.
- Knowledge of PowerShell and scripting
- Respond to application questions, bugs, and other problems requiring issue resolution.
- Fulfil typical administration activities such as: provisioning and supporting DL and shared mailbox creation, assigning security permissions to users and groups, OKTA user setup and configuration, managing and maintaining system policy, and performing daily checks on application/services within the scope of support.
- Coaching/mentoring of Cloud Support members
Additional information
At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.
Company description
IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.
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