Service Desk Manager

About the position

We are looking for a highly motivated and experienced Cloud Support Manager to join our team. In this role, you will be responsible for establishing and managing a Cloud support center that will provide world-class support to our customers. You will also be responsible for developing and implementing support processes and procedures, as well as training and managing a team of support engineers and ensuring the highest level of customer satisfaction.

What you’ll do

  • Establish and manage a Cloud support center that provides world-class support to our
  • Manage any vendor appointed to operate this center, including overseeing their
    performance, ensuring they meet service level agreements, and ensuring contract
  • Build and lead a team of technical support analysts for Cloud
  • Develop and implement support processes and procedures to ensure high-quality customer
  • Develop and maintain a deep understanding of Cloud offerings and communicate updates to
    team and customers
  • Train and manage a team of support engineers.
  • Work cross-functionally with internal teams to ensure timely resolution of customer issues
  • Collaborate with the product development team to provide customer feedback and
    contribute to product roadmap discussions
  • Manage customer escalations to ensure timely and effective resolution
  • Analyze customer support data to identify trends and areas for improvement.
  • Stay up-to-date on industry trends and best practices for Cloud support operations
  • Develop and implement initiatives to improve customer support.
  • Manage other Service Desk functions including quality monitoring, Quality assurance, workforce management, operational excellence, and HR, Finance and IT.

Minimum experience

  • Bachelor’s degree in computer science, information technology, or a related field
  • 8+ years of experience managing a technical support team for Google Cloud or a similar
  • Experience building a support department from scratch is required
  • Experience with customer support processes and procedures.
  • Excellent communication and leadership skills, with a track record of developing and leading
    high-performing teams
  • Strong problem-solving and analytical skills.
  • Ability to meet deadlines and work under pressure.
  • Ability to analyze data and identify trends to drive process improvements
  • Experience with helpdesk software and customer relationship management (CRM) tools
  • Knowledge/Certifications of ITIL and/or other industry-standard support frameworks is a plus





Employment type


Minimum Experience


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