Job Description
For over four decades, the higher education experts at Jenzabar have been helping colleges and universities across the world thrive through multiple services. The Jenzabar culture is one that fosters an entrepreneurial environment, where employees are encouraged to be creative, work hard, and have a great time while doing so. We believe in open doors, asking tough questions, respecting each other, and surpassing our clients’ expectations every step of the way. It’s an enjoyable place to be, with casual dress and a relaxed atmosphere.
Mission Statement:
We believe everyone is a masterpiece with great work to do on Earth. Jenzabar’s mission is to create pathways to empower all to know who they are, what work they are destined to do, and how they can unlock their full potential – at home, at work, and in the world!
The Manager - Cloud Support position is part of Jenzabar’s Managed Services team responsible for supporting customers in the Jenzabar Cloud. The employee will manage a team of Managed Services technical associates and ensure excellent customer service and support for Jenzabar’s managed customers.
Essential Tasks
- Management of Cloud Support team
- Lead team development, operational excellence, and communication
- Create a supportive environment for all team members
- Manage career development plans for direct reports
- Support recruiting efforts for open positions
- Lead onboarding and training programs for Cloud Support team members
- Define policies and procedures for Cloud Support management and ensure compliance with same
- Work with the Cloud Implementations, Cloud Infrastructure, and Cloud Applications teams to ensure efficient operations and team cohesion
- Support problem management and client escalations; participate in post-mortem reviews for major incidents
- Provide ongoing operational guidance for team members while working with clients
- Ensure customer satisfaction and resolution of all service tickets within defined SLAs
- Stay abreast of emergent technologies that are applicable to continued growth and improvement of our operational model
- Administration of Jenzabar ITSM solution
- Maintain integrations between ITSM and 3rd party Jenzabar systems
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
- Uncover opportunities for automation within current and proposed platforms
Preferred Skills and Experience
- Bachelor's degree, or equivalent related
- 6+ years working in technical delivery of solutions
- 1+ years management of technical staff
- Excellent communication skills, written and oral
- Experience managing Atlassian suite of products
#LI-Remote
Benefits
Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, 12 Weeks Paid Parental Leave, Short Term Disability, Long Term Disability, 401K, Educational Assistance
Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.
Please Note: Jenzabar does not sponsor applicants for work visas.
Date Posted
01/27/2023
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7
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