Cloud Services Manager

About the role

The Cloud Services Manager at McLeod Software will lead the Cloud Services team and ensure the performance, reliability, and scalability of customer environments. This is a hands-on leadership role where you’ll combine technical expertise with team leadership to deliver exceptional service and drive continuous improvement.

Responsibilities

• Lead the day-to-day operations of the Cloud Services team
• Manage workload prioritization, ticket flow, and escalations
• Ensure timely resolution of customer issues and high satisfaction levels
• Serve as a senior escalation point for complex infrastructure and application issues
• Maintain system performance and proactively address risks and inefficiencies
• Drive improvements in monitoring, alerting, and operational processes
• Collaborate with cross-functional teams including Support, Customer Success, and IT Security
• Partner with infrastructure providers to maintain system stability and performance
• Oversee maintenance windows, upgrades, and system migrations
• Ensure adherence to backup, disaster recovery, and operational standards
• Develop and maintain documentation, runbooks, and best practices
• Mentor and develop team members while supporting onboarding and training
• Aid with capacity planning and scaling of cloud environments

Requirements

• Strong background in cloud infrastructure, system administration, networking, and virtualization
• Experience supporting enterprise environments with multiple customer systems
• Solid understanding of monitoring, backup, and disaster recovery practices
• Proven ability to lead and develop technical teams
• Strong problem-solving skills and ability to manage competing priorities
• Excellent communication and collaboration skills

Qualifications

• 3+ years of technical management experience with a bachelor’s degree; or 5+ years of experience with a combination of education and certifications
• Experience with Windows Server environments, virtualization platforms, backup technologies, and monitoring
• Experience with VMware/vCenter (a plus)
• SQL/database experience (a plus)