ABOUT NET AT WORK

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.
Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

TEAM LEADERSHIP AND CUSTOMER EXPERIENCE

• Serve as the primary point of contact for the Microsoft Cloud Team, ensuring clear communication and accountability.
• Manage the service boards, act as the primary escalation point, and ensure team is hitting and achieving all required metrics
• Effectively and proactively collaborate with Cloud and Managed Services leadership. Attend regularly standing meetings, run QBR meetings, and raise issues as needed.
• Hands on supervisory role that will require 40% of their time working on tickets either in an escalation capacity or overflow.

PROCESS AND KNOWLEDGE MANAGEMENT

• Work with the Microsoft Cloud Team’s leadership to verify and maintain documentation for team processes, procedures, and best practices.
• Continuously improve workflows to optimize team performance and service delivery.
• Manage a centralized knowledge base for common issues, solutions, and operational guidelines.

JOB REQUIREMENTS

• 5+ years of experience in cloud operations or technical support roles, with 2+ years in a supervisory capacity.
• Strong expertise in managing and analyzing metrics, reporting, and process documentation.
• The ability to demonstrate handling tickets and escalations
• Exceptional customer service and communication skills, with the ability to manage cross-functional teams and build strong relationships.
• Proficiency in tools such as Microsoft Office, data analysis software, and cloud platforms.
• Proven ability to prioritize tasks, manage time effectively, and deliver high-quality outcomes under pressure.
• Familiarity and the ability to support Microsoft Azure hosting and VMWare Cloud Infrastructure
• Knowledge of security and network management principles.

PREFERRED SKILLS

• Experience with process improvement methodologies and knowledge management systems is highly desirable.
• Microsoft Cloud Certifications or equivalent

Please refer the Job description for details