Remote IT Support Operations Manager

Why Apply Here?Apply if you want to work in a culture that appreciates you through work-from-home flexibility, a fun yet fast-paced team environment and strives to help you meet your professional objectives while giving our customers unparalleled results.We are looking for someone to join our team in Cincinnati with great experience and who's fun to work with to lead our team to support our customer's Microsoft cloud and on-premise technologies. Most of our customers depend on our full support and ownership of their technologies, systems, infrastructure and security management to help them maintain their business goals while not worrying about their IT.Operations Team ObjectiveOur goal is unsurpassed customer focused IT support and unparalleled service while valuing each team member to meet our team and company goals.Key RequirementsLead the support team to ensure delivery of services.Ensure team is meeting defined metrics.Manage and uphold the support escalation process.Create and maintain documentation for system configuration, mapping, and processes.Assess the technical needs of Support Team and Customers.Make recommendations to Sales Team on products / services needed to fulfill Customer needs.Train and develop skills needed for the Support Team.Identify gaps in the support process and work with leadership to address.Create a professional rapport with customers by helping them feel their request is your most important priority.Assign tickets and communicate to customers as required.Set customer expectations by prioritizing and scheduling their requests.Assist Support Team with escalations.Technical RequirementsAssist Support Team with escalations in diagnosing customer end user issuesWork with vendors (when applicable) to resolve customer application issuesRespond to alerts from various monitoring systemsContribute to continuous improvement efforts for internal processes and customer solutionsAssist Projects Team with projects as needed.Other RequirementsMeet personal and team targets and objectives.Take ownership of requests and projects from start to finish.Track time and work using ticketing system.Combination of onsite support & remote support.Participate in On-Call rotation.Same-day travel to customers outside of Cincinnati occasionally required.Personal development and continual learning.Benefits IncludeWork From Home DaysMedical InsuranceDental InsuranceVision InsuranceLife Insurance401KPaid VacationPersonal DaysMileage reimbursementMobile Phone StipendAbout SpliceNet ConsultingSpliceNet Consulting is a Cincinnati based MSP focused on serving Law Firms, Nonprofits, Manufacturers and SMBs in Ohio, Kentucky, Indiana. We owe our success to our dedicated team which in turn is the core to our customers' success.We continually search for better ways to enjoy work and show our appreciation to our team. We enjoy lunch together at least twice a month and cut up with each other daily.Many say "we appreciate you", WE SHOW IT.Company website: www.splice.netCompensation: $70,000.00 - $85,000.00 per yearAbout UsSpliceNet Legal Cybersecurity & Technology is a nationally focused cybersecurity, compliance and technology consulting firm that specializes in the unique needs of Law Firms. Our team has helped over 200 law firms in the last 25 years providing Cybersecurity and Technology assessments, recommendations, implementation, management, support and training, for Law Firms from and Corporate Legal Departments.We are the only exclusive Law Firm Managed Cybersecurity Provider led by a 25 year Legal Cybersecurity and Technology veteran and a Compliance and Technology attorney. SpliceNet Legal Cybersecurity & Technology continues to have more Law Firm success stories and satisfied customers than anyone other in our regions.Jim and Dave speak, write, blog and present in more legal communities than any of our competitors; including the American Bar Association (ABA), Association of Legal Administrators (ALA), various Inn of Courts, Cincinnati Bar Association, Ohio State Bar Association, Golden Gate Chapter of the Association of Legal Administrators, Cincinnati Association of Legal Administrators and Cincinnati Paralegals Association. We've also taught Legal Technology courses to Law School and Paralegal students and regularly give CLEs for both private and public Legal entities.One of our proudest accomplishments is the creation and open distribution of the Law Firm Cybersecurity Due Diligence Toolkit to create a standard law firms can follow to evaluate and assess the Cybersecurity and Compliance preparedness of their firms. It has been downloaded by 100+ law firm leaders since its inception.Why Apply Here?Apply if you want to work in a culture that appreciates you through work-from-home flexibility, a fun yet fast-paced team environment and strives to help you meet your professional objectives while giving our customers unparalleled results.