Managed Cloud Services - Team Lead

Heavy Construction Systems Specialists, Inc. Sugar Land , TX 77487

Posted 6 days ago

HCSS, a "Best Company to Work For in Texas" for 12 years in a row, is looking for a hands-on technical leader with strong business acumen who will manage a team within a highly successful and profitable managed services practice.

Since 1986, HCSS has been developing software to help construction companies across the nation streamline their operations. We are recognized as a leader in our market and continuously innovate, refine and expand our products as the industry evolves.

HCSS Cloud Services is our fully-managed hosting service that provides users with remote access to applications and data using industry leading technologies. We serve some of the world's largest construction companies by providing a secure, compliant and highly available service backed by our legendary 24/7/365 support. We provide a full stack application hosting service for end users, from virtual servers to application management to reduce or completely eliminate IT workloads for our customers. Effectively, we are their IT Services provider/partner.

The ideal candidate will have 5+ years of strong technical experience around Microsoft Systems, Azure, Microsoft RDS, Server Management, SQL and Application management that has been developed through working in a managed services environment or as part of an IT team in a medium to large organization. Substantial experience administering various business support technologies such as network, backup, security and protection, patching, and monitoring is key for this role.

To be successful in this role, you'll need to be able to do the following:

  • Provide technical support to internal teams through the ability to analyze, debug, and solve complex technical problems across multiple technical disciplines

  • Communicate well with external customers and internal teams by actively listening to user problems and conveying commitment toward finding a timely resolution of the issue.

  • Develop quality training materials and documents to effectively train and coach both internal support teams and customers

  • Manage and nurture partner relationship with our established white-label data center and service provider

  • Implement process improvements for cloud services team which will drive efficiencies within the team and for processes with other internal departments.

  • Lead and manage cloud services team which provides support directly to customer end users and the HCSS support team, including running weekly cloud services project status meetings

  • Manage and own all customer migration and on-boarding projects and hand-offs with other internal departments

  • Manage and own processes that are in-place or developed with Sales to provide pre-sales technical support, Billing to provide metrics and data points, Professional Services and Support teams

  • Display excellent written and verbal communication skills and be able to produce professional correspondence and documentation for internal SOPs

  • Maintain quality of service by establishing and enforcing department and organization standards

The objectives below are some that will be used to evaluate your ability in the first 2 months of employment regardless of your experience.

Month 1:

  • Learn all HCSS cloud hosted applications (installation, setup/configuration, associated architecture and core functionality) and deliver a 45 minute presentation to your manager demonstrating your knowledge of our software applications by the end of week 2.

  • Learn the HCSS Cloud infrastructure. Schedule a Q&A session with the Cloud team to demonstrate your knowledge of our infrastructure and application automation and delivery, and explain our process for customer migrations and onboarding to the Cloud by the end of week 3.

  • Shadow 15 calls from escalated customer issues every week starting from week 2; document the issues and the solutions provided from the conversation and present your summary to your manager by the end of each week.

  • Research solutions for optimizing the HCSS Cloud Infrastructure and provide at least 5 suggestions to the team by the end of week 4. You need to support each of your suggestions with facts and data from your research.

  • Schedule weekly 1-on-1 meetings with your manager to solicit feedback and discuss your progress, the roadblocks you encounter and how you plan to overcome them.

Month 2:

  • Document and present the current processes in place with the Sales, Billing, Professional Services and Support Teams by the end of week 2. Your presentation will include suggestions for implementing processes that will support the future growth of Cloud services.

  • Complete 3 cloud onboarding/implementation projects - from initial planning, execution to completion by the end of week 3

  • Schedule weekly 1-on-1 meetings with your manager to solicit feedback and discuss your progress, the roadblocks you encounter and how you plan to overcome them.

You'll join a culture of helpful, friendly high achievers. We encourage and fund lifelong learning both personally and professionally. We applaud risk takers and encourage you to think like a boss and make an impact.

So what are you waiting for? The sky's the limit on what you can achieve. Apply today!

  • NOTE:

Part of our recruitment process includes a math/logic test. HCSS will send you an email within the week after you apply containing the test link. In case this is not received, please check your spam/junk mail folder. If this is a re-application for the same position, please utilize the test link that was sent to you in your original application.

This is NOT a contract position, NOT a remote position, and at this time we are NOT sponsoring H1-B Visas.

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Managed Cloud Services - Team Lead

Heavy Construction Systems Specialists, Inc.