Manager, Cloud Application Support at Bon Secours Health System in Remote
The Cloud Application Support Manager will be responsible for overseeing and managing the Cloud Application Support team that provides day-day support and administration services for cloud hosted productivity suite and collaboration applications including Microsoft Office 365, Microsoft OneDrive and Zoom. The position requires the ability to understand complex technical issues to provide expert level support and customer service for all applications supported by the team. The manager work very closely with product owner and director to understand and communicate new features to the business and to continually improve process flows between customers and support teams. ESSENTIAL JOB FUNCTIONS Oversee all requests, incidents and problems. Acts as a hierarchal point of escalation and co-ordinate response to critical issues raised. Builds and maintains effective working relationships to both internal and external stakeholders. Creates operational and capital budget including licenses and ongoing maintenance for cloud applications assigned to team. Manages projects related to deployments and upgrades. Manages the product release cycle of assigned applications. Acts as Microsoft Office 365 Program Manager and Release Manager Works with VP of Technology to develop over arching strategy for cloud applications to meet business goals and evolving requirements Collaborates with other IT division staff along with application business owners and support teams to identify approaches to resolve critical incidents. Oversees the remote technical support for specific cloud applications including Office 365, OneDrive, Zoom and meeting collaboration technologies. Prioritizes and delegates to team members. Ensures incidents, requests and tasks are delivered according to SLA requirements. Monitors and manages incoming ticket volumes. Identifies trends and deliver on strategies to reduce overall ticket volumes. Oversees knowledge article creation and knowledge management of related articles. Delivers product training plans and documentation for the wider business. Mentors level I, II & III analysts. Researches and provides technical oversight and coordination for new functionality, updates and changes. Plan, execute and manage new and updated third-party integrations. Executes talent strategy to maintain a well-trained, high performing, and motivated team Partners with application leads, environment and configuration engineers, testing teams, security teams, and application support teams to assist with the deployment of application upgrades, patches, configurations and critical updates. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. LICENSING/CERTIFICATION Microsoft 365 Certified:
Fundamentals (preferred) Microsoft 365 Certified:
Enterprise Administrator Expert (preferred) Microsoft 365 Certified:
Modern Desktop Administrator Associate (preferred) Microsoft 365 Certified:
Teams Administrator Associate (preferred) EDUCATION Bachelor's degree in Business, Information Technology or Computer Science (preferred) Master's degree in Business, Information Technology or Computer Science (preferred) WORK EXPERIENCE 7 years of related experience (required) 10 or more years of experience in managing and supervising information technology staff, including team development, goal setting, and performance reviews (preferred) 10 or more years of work experience providing technical support for business critical applications or an administrative systems (preferred) 10 or more years of experience supporting Windows and MacOS Desktop Operating Systems (preferred) 8 or more years of experience supporting Zoom (preferred) 10 or more years of providing leadership and application management for mobile device management solutions (preferred)
Salary Range:
$200K -- $250K
Minimum Qualification
System & Network Administration, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Fundamentals (preferred) Microsoft 365 Certified:
Enterprise Administrator Expert (preferred) Microsoft 365 Certified:
Modern Desktop Administrator Associate (preferred) Microsoft 365 Certified:
Teams Administrator Associate (preferred) EDUCATION Bachelor's degree in Business, Information Technology or Computer Science (preferred) Master's degree in Business, Information Technology or Computer Science (preferred) WORK EXPERIENCE 7 years of related experience (required) 10 or more years of experience in managing and supervising information technology staff, including team development, goal setting, and performance reviews (preferred) 10 or more years of work experience providing technical support for business critical applications or an administrative systems (preferred) 10 or more years of experience supporting Windows and MacOS Desktop Operating Systems (preferred) 8 or more years of experience supporting Zoom (preferred) 10 or more years of providing leadership and application management for mobile device management solutions (preferred)
Salary Range:
$200K -- $250K
Minimum Qualification
System & Network Administration, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
