CompucomStaffing (https://www1.jobdiva.com/portal/?a=xpjdnwd96pfzndejt5orrp7btv1uj90471yr05agwnk9h3kdkxgy44xuptw0m44x&compid=0#/) has been staffing IT professionals at the top Fortune 100 companies for over two decades. Whether you are looking for a lower-level IT position or a high-level executive position, we are here to help you find the right opportunity.

We have a brand new remote opportunity for a qualified Cloud Team Lead. This is a hands-on role that will oversee and enhance the performance, processes, and customer service of the Managed Services Cloud pod. This individual will serve as the single point of contact for the team, ensuring operational excellence and effective collaboration across functions. As a critical role in the organization, they will manage established metrics, manage escalations, provide training, work tickets as required, and create knowledge resources to support both internal processes and customer needs. Residing in the NY metro area is a plus but not required for this role.

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 time working on tickets either in an escalation capacity or overflow

Metrics and Reporting

• Manage, analyze, and monitor Key Performance Indicators (KPIs) to measure team performance and process efficiency

• Prepare and present monthly and quarterly reports on metrics to stakeholders, highlighting trends, insights, and areas for improvement

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

Operational Excellence

• Ensure adherence to established processes, delivering consistent and reliable outcomes

• Lead efforts to enhance service delivery and overall client experience by identifying and addressing gaps

• Proactively anticipate, identify, and resolve challenges, escalating when necessary

• Provide quality control for tickets and regularly interact with clients to ensure needs are being met

Skills and Qualifications:

• Minimum 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

• Must have 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

• Strong leadership and technical skills required

• 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

• Must be assertive and exude confidence in the role

• Experience with process improvement methodologies and knowledge management systems is highly desirable

• Microsoft Cloud Certifications or equivalent preferred

Salary Range: $80K-$85K DOE

We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. CompucomStaffing (https://www1.jobdiva.com/portal/?a=xpjdnwd96pfzndejt5orrp7btv1uj90471yr05agwnk9h3kdkxgy44xuptw0m44x&compid=0#/) ™ Supports Equal Employment Opportunity CompucomStaffing (https://www1.jobdiva.com/portal/?a=xpjdnwd96pfzndejt5orrp7btv1uj90471yr05agwnk9h3kdkxgy44xuptw0m44x&compid=0#/) ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.compucom.com .

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.