Job Description

Purpose of this Position: The Manager, Cloud Services is responsible for overseeing the day-to-day operations of the Cloud Services team, including Cloud Services Technicians and Cloud Services Systems Administrators. This role ensures the stability, performance, and scalability of customer environments hosted within Cloud Services. The Manager, Cloud Services serves as a technical leader and operational coordinator, driving efficiency, improving processes, and ensuring a high level of customer satisfaction. The Manager, Cloud Services should have strong knowledge of cloud infrastructure, system administration, monitoring, networking, and customer support processes in an enterprise environment. This role will also be responsible for team development, workload management, and coordination with internal and external stakeholders.

Essential Duties and Responsibilities:

• Oversee daily operations of the Cloud Services team, including Technicians and Systems Administrators.
• Manage workload distribution, prioritization, and escalation of work orders and alerts.
• Ensure timely resolution of customer issues and maintain high levels of customer satisfaction.
• Serve as an escalation point for complex technical issues involving infrastructure, applications, and customer environments.
• Monitor overall system performance and ensure proactive identification and resolution of issues.
• Drive improvements in monitoring, alerting, and operational processes.
• Coordinate with cross-functional teams including Support, Customer Success, IT Security, and
• Collaborate with infrastructure providers and partners to maintain system stability and performance.
• Assist with planning and execution of maintenance windows, upgrades, and migrations.
• Ensure adherence to backup, disaster recovery, and operational standards.
• Contribute to the development and documentation of processes, runbooks, and best practices.
• Evaluate and recommend improvements to tools, technologies, and workflows.
• Provide mentorship, guidance, and training to team members.
• Support onboarding of new customers and environments.
• Assist in capacity planning and scaling of the Cloud Services platform.

Competencies:

• Strong knowledge of cloud infrastructure, virtualization, networking, and system administration
• Understanding of backup, disaster recovery, and system monitoring practices
• Experience with enterprise environments supporting multiple customer systems
• Strong leadership and team management skills
• Excellent communication and collaboration skills
• Ability to manage multiple priorities and respond effectively under pressure
• Strong problem-solving and analytical skills
• Experience with virtualization platforms such as VMware is a plus
• Experience with SQL databases is a plus

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Bachelor’s degree with 3+ years of management experience of a technical team; or an Associate’s degree with 5+ years of management experience of a technical team; or any combination of applicable education, experience, or certifications.
• Knowledgeable of software productivity and Windows server experience, vCenter/VMWare, backup technologies, and system monitoring software.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. With over 650 full-time team members, we’re still growing while staying true to who we are. Our priorities stay where they belong: with our employees, our customers, and the continued growth of our business. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.