Manager Cloud Services

As the Manager, Cloud Services at Hyland Software, you will be responsible for leading a team that administers and manages customer solutions within the company's cloud environment. Your key responsibilities will include: - Defining key performance indicators, goals, and team direction to provide the best support to the customer's solution in the cloud environment - Evaluating metrics of the cloud service desk team progress to set team direction for supporting and enhancing the cloud customer experience - Ensuring business continuity and support for customers in the cloud environment - Ensuring cloud service resources are working within appropriate guidelines following compliance standards - Collaborating with team members and cross-departmental stakeholders in creating and coordinating mutual goals - Managing and leading the direction of executing department benchmarks, protocols, and objectives - Assessing employee and team performance against established quality metrics - Providing feedback to employees and assisting in their personal growth - Operating as a thought leader among the team and contributing to the overall growth and quality of the department - Serving as an escalation point for issues and providing guidance to resolve them - Executing the team's strategy and ensuring projects are completed within scope, time, cost, and quality - Identifying opportunities for process improvement and greater efficiency To be successful in this role, you should have: - Bachelor's degree or equivalent experience - 4+ years of experience in support and People Management - Strong knowledge and experience in ITIL and ITSM Frameworks - Superior problem-solving, critical thinking, and analytical skills - Superior collaboration, attention to detail, interpersonal, leadership, and communication skills - Superior organizational, multi-tasking, and time management skills - Self-motivation, follow-through, and ability to handle sensitive information with discretion - Ability to establish rapport, gain trust, and thrive in a fast-paced environment - Proficiency with Microsoft Operating systems and products - Up to 10% travel time required Hyland Software offers a range of benefits and programs to support employee engagement, including: - Learning & Development opportunities - R&D focus on cutting-edge technologies - Work-life balance culture with flexible work environment - Well-being programs including private medical healthcare and gym reimbursement - Community Engagement initiatives - Diversity & Inclusion employee resource groups - Various employee programs and incentives If you are passionate about technology and dedicated to your work, and value honesty, integrity, and fairness in a company's values, we encourage you to connect with us and consider joining our team at Hyland Software.,