Manage a high-performing team of T1 technicians, fostering a culture of technical curiosity, ownership, and accountability.
Manage all aspects of evening cloud and desktop support, including ticket queue health, performance monitoring, and incident resolution.
Facilitate clear, professional communication in both English and Spanish for client updates, internal documentation, and team meetings.
Serve as the Incident Commander for major service disruptions, coordinating communication and technical resources until resolution.
Review T1 tickets for technical accuracy and provide "in-the-moment" training on Azure and M365 troubleshooting.
Maintain strict adherence to FedRAMP, HIPAA, HITRUST, and IRS 1075 standards.

Bilingual Proficiency: Must be fluent in English and Spanish (Written and Verbal). Ability to conduct technical troubleshooting and executive-level briefings in both languages.
Experience: 5+ years leading technical support teams in an MSP or high-volume enterprise environment, with a heavy focus on Azure and M365.
ITIL Framework: Strong understanding of ITIL best practices (Incident, Problem, and Change Management).
Problem Solving: Proven ability to troubleshoot complex OS-level issues (Windows 10/11, AVD) and cloud connectivity failures.
Public Trust: Ability to pass a federal background check for Public Trust fitness highly preferred.

Cloud Operations Manager – 2nd Shift

Key skills