Technical Support Escalation Manager

Remote, US

Requisition Number: 96312

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

Job Description

Are you passionate about providing excellent technical support and customer service? Do you have experience with cloud technologies such as Microsoft Azure, Amazon Web Services, or Google Cloud Platform? If so, we have an exciting opportunity for you to join our global CloudCare® team as a Technical Support Escalation Manager.

As a Technical Support Escalation Manager, you will be responsible for ensuring our clients have an excellent experience with our break/fix technical support service. Clients must receive timely, effective, and professional support according to Service Level Agreements and best practices. You will work closely with the Cloud Success organization with the end goal of transforming our InsightCloud®Care technical support into a service that is rated highly by our clients. You will also collaborate with other Product Owners, Solution Architects, Developers, and Quality Assurance teams to identify root causes, implement enhancements, and deliver continuous improvement for our cloud offerings. This position will report both to the CloudCare® leadership and to Managed Services / Technical Services leadership.

Primary Responsibilities of the position

Be responsible for the customer experience with our Technical Support offering
Measure and report on tickets
Create and drive a continuous improvement cycle
Serve as the escalation point of contact for key clients and for tickets that are not moving forwards as they should
Work with the technical support team members and management to identify knowledge gaps and implement training programs to close those gaps
Work with the technical support team to improve time to resolution for tickets
Work with the Cloud Success Team to assist with processes and reporting to improve the offering and interactions between teams
Manage off-shore resources to assist with this directive

Requirements and preferred skills

A bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience
Passionate about providing an excellent customer experience
At least 5 years of experience in technical support, customer service, or service delivery in a cloud environment
At least 2 years of experience in managing, coaching, and mentoring technical support teams
Strong knowledge of cloud technologies, such as Microsoft Azure and Microsoft 365
Excellent communication, problem-solving, and analytical skills
Knowledge of ServiceNow – the ability to create and run reports and dashboards to analyze tickets
Experience building training plans for technical team members
Ability to work effectively under pressure, prioritize tasks, and meet deadlines
A positive attitude, a customer-centric mindset, and a willingness to learn and grow

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

The base salary for this position ranges between $95,000-$112,500, plus additional bonus incentives.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Remote || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || Remote ||