Job DescriptionThe Manager, Cloud Support Operations, is responsible for translating operational priorities into clear day-to-day plans and executing team objectives to deliver consistent, high-quality enterprise-level Microsoft Cloud Support Services. This role manages team performance, allocates resources, and ensures alignment to service level expectations while supporting continuous improvement across processes, tools, and workflows. The Senior Supervisor partners with cross-functional teams to resolve operational issues and is accountable for the productivity, engagement, and development of their team.
Overview:
- Leads a cloud support team delivering technical support services, including ticket resolution and customer support activities.
- Accountable for day-to-day support operations, including ticket management, escalation handling, and service delivery performance.
- Ensures quality issue resolution, SLA adherence, and a consistent customer experience across support channels.
- Partners with CX Operations and cross-functional teams to support workforce planning, productivity, and customer satisfaction goals.
- Leads and develops individual contributors and/or team leads, including onboarding, performance management, and employee engagement.
Job Duties and Responsibilities- Manage team performance by setting expectations, monitoring results, and providing ongoing coaching and feedback.
- Support hiring, onboarding, scheduling, and resource allocation to ensure appropriate coverage and service continuity.
- Execute team objectives by balancing priorities, resolving operational issues, and delivering against service and quality targets.
- Oversee day-to-day support operations, including ticket queues, workflow management, and adherence to SLAs.
- Serve as escalation point for operational and technical issues, coordinating resolution within established processes.
- Monitor performance metrics and dashboards to identify trends, risks, and areas for improvement.
- Lead continuous improvement efforts, including process enhancements, knowledge sharing, and adoption of tools, automation and AI support.
- Partner with leadership and external stakeholders to provide input into operational planning, service improvements, and new service offerings.
- Communicate priorities, policies, and performance updates to ensure alignment and accountability across the team.
- Support onboarding, training, and development initiatives to build team capability and performance.
- Ensure consistent execution of operational processes, tools, and workflows to improve efficiency and service outcomes.
- Collaborate with internal partners to address support challenges and enhance service delivery.
- Serve as a point of contact for escalations and support operational processes and coordination with partner teams.
Qualifications- Bachelor's degree and 5+ years of experience in technical support, cloud operations, or a related field
- Experience leading or supervising team members in a support or operations environment
- Working knowledge of cloud support operations and service delivery models (Microsoft 365 experience preferred)
- Experience managing performance and supporting results against KPIs/SLAs including reporting and data analytics.
- Experience with escalation handling and cross-functional coordination
- Ability to manage priorities in a fast-paced operational environment
- Experience supporting process improvement or efficiency initiatives
- Strong communication and collaboration skills
- Commitment to employee development, coaching, and engagement
Additional InformationAt SquareTrade you'll have access to:
- Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
- Up to 4% company match into 401(k) and contributions into your company-sponsored pension
- $75/month budget to help prioritize your physical wellbeing
- $80/month stipend to subsidize connectivity costs
- Mental health resources including free 1:1 therapy, coaching sessions and digital resources
- Supportive leave policies
- Flexible Time Off Policy in addition to 9 Company Holidays
- Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
- Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
- Various corporate perks and discounts
SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $70K-$105K (based on experience & qualifications)
