Manager, Cloud Support Operations

Job Description

The Manager, Cloud Support Operations, is responsible for translating operational priorities into clear day-to-day plans and executing team objectives to deliver consistent, high-quality enterprise-level Microsoft Cloud Support Services. This role manages team performance, allocates resources, and ensures alignment to service level expectations while supporting continuous improvement across processes, tools, and workflows. The Senior Supervisor partners with cross-functional teams to resolve operational issues and is accountable for the productivity, engagement, and development of their team.

Qualifications

• Bachelor’s degree and 5+ years of experience in technical support, cloud operations, or a related field
• Experience leading or supervising team members in a support or operations environment
• Working knowledge of cloud support operations and service delivery models (Microsoft 365 experience preferred)
• Experience managing performance and supporting results against KPIs/SLAs including reporting and data analytics
• Experience with escalation handling and cross-functional coordination
• Ability to manage priorities in a fast-paced operational environment
• Experience supporting process improvement or efficiency initiatives
• Strong communication and collaboration skills
• Commitment to employee development, coaching, and engagement

Additional Information

At SquareTrade you'll have access to:

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
• Up to 4% company match into 401(k) and contributions into your company-sponsored pension
• $75/month budget to help prioritize your physical wellbeing
• $80/month stipend to subsidize connectivity costs
• Mental health resources including free 1:1 therapy, coaching sessions and digital resources
• Supportive leave policies
• Flexible Time Off Policy in addition to 9 Company Holidays
• Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
• Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
• Variety of corporate perks and discounts

SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $70K-$105K (based on experience & qualifications)

SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.

The candidate(s) offered this position will be required to submit to a background investigation.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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