Support and MSP Manager

CloudZone is a comprehensive multi-cloud provider and is an AWS, Google Cloud & Azure Premier Partner, operating on a global scale with operations in Israel, UK, Ireland, and northern Europe.

We offer our customers a one-stop-shop for all their cloud needs including Cloud Migration/Modernization, DevOps, Data Solutions, Security, custom developments, and more. Since 2013, CloudZone has grown into a leading service provider, serving over 500 customers across various segments including Monday, HiBob, Orca Security, CyNet, NoName, and many other exciting startups.

But that’s enough business, let’s talk about why CloudZone is such a great place to work in.

Slick urban offices, a young and vibrant DNA, an electrifying atmosphere, flexible hybrid work options, and a healthy work-life balance are just some of the perks that create a dynamic and enjoyable place of work.

And if that wasn’t enough, our commitment to professional development is unwavering. We invest heavily in our employees' growth by providing comprehensive training programs, workshops, and certifications, ensuring they have the skills and knowledge needed to excel in their roles.

Overview:

We seek a highly skilled Support and MSP Manager to join our company specializing in cloud solutions.

This position requires a dynamic individual with extensive managerial and technical expertise in cloud technologies, exceptional leadership skills, and a passion for delivering exceptional customer support.

The successful candidate will manage teams responsible for providing top-notch support services to our clients and managing our Managed Service Provider (MSP) operations.

Responsibilities:

Leadership: Provide strong leadership to the support and MSP team, guiding, mentoring, and motivating team members to achieve service excellence and meet organizational goals.

Customer Support: Oversee and ensure the delivery of high-quality technical support to clients, resolving escalated issues, and ensuring timely and effective solutions.

MSP Operations Management: Manage and optimize the performance of the Managed Service Provider operations, ensuring service level agreements (SLAs) are met or exceeded.

Team Management: Recruit, train, and develop team members, fostering a culture of collaboration, continuous learning, and exceptional customer service.

Process Improvement: Implement and improve support and MSP processes, identifying areas for enhancement to streamline operations and enhance customer satisfaction.

Technical Expertise: Maintain up-to-date knowledge of cloud technologies and industry best practices, providing guidance and expertise to the team and clients as needed.

Collaboration: Collaborate closely with cross-functional teams, including Sales, Solution architects , and project management, to ensure seamless service delivery and customer satisfaction.

Reporting and Analysis: Generate regular reports on team performance, customer issues, and service metrics, analyzing data to drive improvements and make informed decisions.

Requirements:

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).

2 years experience in leading technical support or MSP within the cloud services industry.

Strong leadership and people management skills, with experience leading and developing high-performing teams.

In-depth knowledge of cloud technologies (e.g., AWS, Azure, GCP), IT infrastructure, and networking concepts.

Excellent problem-solving and communication skills, with the ability to interact effectively with clients and internal stakeholders.

Experience in implementing and improving support processes and workflows.

Relevant certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator, etc.) are a plus.

Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Join our team and be part of a company that values innovation, teamwork, and delivering exceptional services to our clients. If you have a passion for cloud technologies and leadership, we would love to hear from you!