Manager of Cloud and Systems Engineering

$150,000 - $155,000/Yr

Eliassen Group - Little Rock, AR

Full-time - Manager

Little Rock, AR

Administrative and Support Services

About the position

The Manager of Cloud and Systems Engineering at Eliassen Group is responsible for overseeing operational support for clients, ensuring that all requests, incidents, and problems are managed effectively. This role involves setting schedules, managing vendor relationships, and participating in root cause analysis to improve service delivery. The manager will also provide data reporting on key performance indicators and trends to upper management, while continuously improving technical and management skills within the team.

Responsibilities

• Perform any duties of all tiers of services reporting to them
• Set schedules and staff levels to ensure operational support coverage for clients
• Oversee all requests, incidents, and problems related to operations
• Participate in root cause analysis of widespread issues affecting clients
• Ensure operations staff have appropriate resources and training for daily tasks
• Determine proper staffing levels for client operations
• Escalate operational issues to upper management and participate in remediation planning
• Provide data and reporting of KPIs and trends to upper management
• Communicate outage/emergency activities to the organization
• Manage vendor relationships related to daily operational needs
• Oversee solutions repository to ensure high-quality solutions are available to operations staff
• Participate in improving Service and Business Level Agreements
• Coordinate with upper management on staffing needs for project rollouts
• Perform post-resolution follow-ups with end users and team members
• Alert upper management to emerging trends in incidents and ITIL processes
• Report on operations adherence to site audit responsibilities, policies, and procedures
• Handle confidential data responsibly
• Continuously improve technical and management skills
• Aid in training end users, clients, and support staff
• Review and suggest revisions of operations SOPs and FAQs for management approval.

Requirements

• 10+ years in field job experience
• 10+ years in an industry-facing management position
• Comp TIA Network+ and A+ certifications are a plus
• Microsoft certifications are a plus
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end-user facing network configurations
• Extensive experience with VDI, Active Directory, O365, Windows OS, and File shares
• Familiar with Windows server OS 2012 and above
• Proficient in basic network and security fundamentals
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills and a willingness to assist with documentation
• Self-starter with ability to work as part of a team and individually as required
• Excellent time management skills and the ability to prioritize
• Possess traits of patience, thoroughness, and innovation
• Ability to work independently with minimal supervision
• Ability to conduct research into a wide range of computing issues
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly, business-friendly, and technical language
• Highly self-motivated and directed
• Keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Dependable with an excellent attendance record, cooperative and respectful.

Nice-to-haves

• Experience in financial services industry
• Familiarity with ITIL processes
• Experience with cloud technologies

Benefits

• Medical (choice of 3 plans)
• Dental insurance
• Vision insurance
• Pre-tax accounts
• Life insurance
• Disability insurance
• 401(k) with match
• Sick time if required by law in the worked-in state/locality