Cloud Support Manager

About us We’re a dynamic leader in cloud technology solutions, helping organisations revolutionise their operations through the power of Microsoft 365, Azure, and cutting-edge cloud services. As a Microsoft Partner, we pride ourselves in delivering customised, scalable, and secure cloud infrastructures that drive innovation and business success. We are passionate about empowering our clients to unlock their full potential, and at the heart of this mission is our commitment to world-class support and operational excellence. The Cloud Support Manager is responsible for leading the cloud support team and overseeing the performance, availability, and maintenance of cloud infrastructure. This role involves managing the day-to-day operations of cloud-based systems, ensuring customer satisfaction, providing technical guidance, and collaborating with cross-functional teams to enhance cloud service offerings. The Cloud Support Manager will work closely with customers, cloud engineers, and IT teams to ensure smooth and secure cloud operations, resolve escalated issues, and drive continuous improvement in cloud support processes. Leading and managing a team of support engineers, including training and career development ~ Overseeing and maintaining the support ticketing systems such as Atlassian Service Desk and ServiceNow ~ Monitor and manage support tickets to ensure timely resolution and adherence to SLAs ~ Collaborate with cloud engineering and operations teams to identify and implement best practices for cloud management ~ Track and report on key performance metrics related to cloud support services, such as resolution times, customer satisfaction, uptime, and incidents ~Present regular performance reports to leadership and recommend strategies for continuous improvement ~ Analyse trends and metrics to identify potential risks or areas of improvement in cloud operations 5+ years of experience in cloud infrastructure support or management, with 2+ years in a leadership or management role ~ Strong technical background in Microsoft 365 and Microsoft Azure ~ Proven experience in incident management, support processes, and operational excellence ~ Strong knowledge of the Microsoft 365 platform Strong knowledge of Microsoft Endpoint Manager Strong knowledge of Microsoft Intune, such as the use of configuration and compliance policies and the packaging of complex applications Strong knowledge of the Microsoft Security and Compliance feature set Experience of supporting end-user compute devices such as those running Windows and iOS in a managed environment Experience of supporting Azure infrastructure Experience of supporting Azure applications hosted on Azure (PaaS, IaaS and SaaS) Experience of support containerised applications hosted on Azure such as Docker containers and / or Kubernetes solutions Microsoft 365 / Azure / Power Platform certification ITIL certification in service management Enjoy the freedom to work remotely with flexible hours that promote a healthy work-life balance We are committed to your development, offering ongoing training, certifications, and pathways to advance your career within the company Be part of impactful cloud transformation projects for leading global clients, working with the latest technologies in a forward-thinking environment As a Microsoft Partner, you'll work alongside cloud experts and have access to exclusive resources and opportunities within the Microsoft ecosystem