Manager of Cloud and Systems Engineering

$150,000 - $155,000/Yr

Eliassen Group - Charleston, WV

Full-time - Manager

Charleston, WV

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
• 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
• Determine proper staffing levels for client operations
• Escalate operational issues to upper management
• Provide data and reporting of KPIs and trends to upper management
• Communicate outage/emergency activities to the organization
• Manage vendor relationships for daily operational needs
• Oversee solutions repository for high-quality solutions
• Improve Service and Business Level Agreements related to operations
• 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
• Report on operations adherence to site audit responsibilities
• 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

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 and network configurations
• Extensive experience with VDI, Active Directory, O365, Windows OS, and File shares
• Familiarity 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
• Strong documentation skills
• Self-starter with ability to work as part of a team and independently
• Excellent time management skills and ability to prioritize
• 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 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

Nice-to-haves

• Experience in financial services industry
• Familiarity with ITIL processes

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