Manager, Cloud Services

• Define key performance indicators, goals, and team direction to provide the best support to the customer's solution in the cloud environment
• Evaluate metrics of the cloud service desk team progress to set team direction for the purpose of supporting and enhancing the cloud customer experience
• Ensures business continuity and support for customers in the cloud environment
• Ensure cloud service resources are working within appropriate guidelines following compliance standards
• Contribute to and manage to approved budget
• Collaborate with team members and cross departmental stakeholders in creation and coordination of mutual goals
• Manage and lead the direction of executing department benchmarks, protocols, and objectives. Assess employee and team performance against established quality metrics; track team performance against established metrics and hold direct reports accountable for meeting defined performance standards; provide feedback to employees
• Perform all Human Resources-related managerial functions and responsibilities associated with hiring, compensation management, employment relations, and termination of employees
• Develop team members; coach employees through their personal growth in: functional expertise, communication skills, and ability to effectively interact with clients and peers. Assist with identifying and developing future leaders.
• Operate as a thought leader among the team; contribute significantly to the overall growth and quality of the department
• Serve as an escalation point for issues; provide guidance, resolve issues as necessary, and remove obstacles for team
• Execute on the team's strategy and ensure team projects are completed within scope, time, cost, and quality
• Evaluate, define and maintain the process and procedures used by team; Identify opportunities for process improvement and greater efficiency, and serve as an advocate for change
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy.

• Bachelor's degree or equivalent experience
• Broad knowledge of Company hosted technologies
• 5+ years customer, and end user support experience
• 4 year degree in an IT related field, or 6-8 years experience in an IT related position
• Superior Problem solving, critical thinking, and analytical skills
• Superior collaboration skills, applied successfully within a team as well as other areas
• Superior attention to detail
• Superior interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Superior Leadership, sound judgement, and business acumen skills
• Superior oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Superior organizational, multi-tasking, and time management skills
• Superior facilitation and project management skills
• Superior customer service orientation
• Self-motivated with follow through and attention to detail
• Superior ability to handle sensitive information with discretion and tact
• Superior ability to establish rapport and gain the trust of others; effective at gaining consensus
• Able to thrive in a fast paced, deadline driven environment
• Ability to coach, mentor and provide feedback to team members in a timely manner
• Superior ability to develop, use, and deliver engaging, informative, and compelling presentation methodologies
• Sharp, fast learner with technology curiosity and aptitude
• Superior experience with Microsoft Operating systems and products
• Proficiency with Microsoft Outlook or equivalent email and calendar software
• Superior business and technology acumen
• Up to 10% travel time required

• Learning & Development- development budget (used for certifications, conferences etc..), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees.
• R&D focus – cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow.
• Work-life balance culture– flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust, and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office!
• Well-being- private medical healthcare, life insurance, gym reimbursement.
• Community Engagement– Volunteer time off (24h/year).
• Diversity & Inclusion– employee resource groups, inclusion benefits and policies
• Niceties & Events– snacks and beverages, employee referral program, birthday, baby gifts and employee programs

Hyland Software