Cloud Support Supervisor - RapidScale

Flexible enough for the SMB and powerful enough for the enterprise, RapidScale, a Cox Business company, is a global managed cloud services provider helping organizations increase IT productivity, improve security, and empower remote workforces. Some organizations partner with RapidScale to manage portions of their IT, while others offload it all. Through our global network of data centers and our 24/7/365 high-touch support team, we obsess over creating an exceptional IT experience through a human approach to managed cloud.

RapidScale is one of the fastest growing Cloud Computing companies in the industry. Based in Raleigh, NC, the company has a solid track record of delivering world-class products and services to our customers located throughout the country and around the globe. RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization for both Windows and Mac applications. The company also provides Infrastructure as a Service (IaaS), and Disaster Recovery as a Service (DRaaS) solutions via an enterprise "Flex Pod" cloud stack.

The RapidScale Cloud Support Supervisor provides the first level of support for all our managed customers and coordinates the overall support process for incidents and service requests. The Cloud Support Supervisor will establish goals and objectives for the support desk operation that support and match the organization's overall aspirations. This person will manage the performance of the support desk & support to clients (internal and external) and ensure that service levels are achieved. They will ensure that customer expectations are met or exceeded. This person will be responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide excellent customer service and meet or exceed requirements.

Skills and Educational Requirements:

• 3 years of relevant experience working in managed services or information technology with a BS/BA degree; or 5 years in lieu of a degree
• Must possess a very hands-on approach and management style. You will own and be responsible for the results of your group
• Deep knowledge and understanding of support KPIs and the drivers that help achieve positive results. You will need to have a passion for data and the ability to use the data to drive business decisions.
• Experience with Excel and PowerPoint. The ability to take raw-data and build charts and graphs and PowerPoint presentations that can be used in executive level presentations.
• Experience with influencing and leading a Support Desk call center that provides world class customer experience
• Experience being part of a global leadership team
• Superior communication skills. Ability to understand and translate complex reports into trending and analytics
• Able to collaborate and work across multiple internal functions to ensure that the SLAs are achieved for all customers
• Ability to articulate clear expectations and hold team members accountable. Must have proven experience with managing large teams.
• Effective negotiation skills
• Outstanding oral & written communication skills
• Experience thinking outside of the box with a can-do attitude
• Willingness to go above and beyond
• Experience with SalesForce Service Console: Building reports and dashboards.

Needed Attributes:

The ideal candidate will possess:

• A positive attitude, strong sense of urgency, and a creative mindset.
• A passion for understanding data to make data-driven decisions.
• This position requires strong written and oral communications skillsets.
• Interfaces with users of technology and employs a high degree of tact and diplomacy to promote a positive image of the department.
• Resolves problem situations in a professional manner.
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Flexible schedule is a must.

About Cox Communications

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About Cox

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