Manager of Cloud and Systems Engineering

$150,000 - $155,000/Yr

Eliassen Group - Boston, MA

Full-time - Manager

Boston, MA

Administrative and Support Services

About the position

The Manager of Cloud and Systems Engineering at Eliassen Group is responsible for overseeing operational support services, ensuring that client needs are met efficiently and effectively. This role involves managing schedules, staffing, and vendor relationships, as well as participating in root cause analysis and planning for operational improvements. 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

• Can be called upon to perform any duties of all tiers of services reporting to them
• Responsible for setting schedules and staff level to ensure the client is always covered from an operational support point of view
• Oversee all requests, incidents and problems related to operations
• Participate in root cause analysis of widespread issues affecting the client at an operations level
• Participate in planning to ensure the operations staff have appropriate resources and training to complete their daily tasks successfully
• Participate in discussions to determine proper levels of staffing for the clients operations
• Escalate issues seen by operations (as required) to upper management and participate in planning sessions to remediate these issues
• Provide data and reporting of KPI's and trends to upper management on a weekly, monthly, and as needed basis
• Participate in communicating outage/emergency activities to the organization
• Manage vendor relationships as it relates to daily operational needs
• Oversee solutions repository and ensure high quality solutions are available to the operations staff
• Participate in the improvement of Service and Business Level Agreements as it pertains to operations to set proper expectations and measure performance
• Coordinate with upper management on staffing needs for the success of project role outs performed by operations
• Perform post-resolution follow ups with end user and team members as required
• Alert upper management to emerging trends in incidents and other ITIL processes
• Report on the success of operations adherence to site audit responsibilities, policies, and procedures
• Responsibly handle confidential data
• Continuously improve upon technical, management skills
• Aid in training end users, clients, and support staff
• Review and suggest revision of operations SOP's and FAQ's submitted to management for approval in assisting end users / clients

Requirements

• 10+ years in field job experience
• 10+ years in an industry facing position as a management
• 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 by specific project needs
• Excellent time management skills and the ability to prioritize
• Possess the traits of having patience, being thorough and innovative
• Ability to work independently with minimal supervision
• Ability to conduct research into a wide range of computing issues is required
• 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, work well in a 'Team Environment', be cooperative and respectful

Nice-to-haves

• Experience with cloud technologies
• Familiarity with ITIL processes
• Project management experience

Benefits

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