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Support Services Manager

Atlanta, GA, Portland OR, Denver CO

At Lantern, our company culture stands as the bedrock of our success and a source of pride for our teams. We firmly believe that a culture founded on trust forms the basis for enduring relationships with clients, colleagues, and partners.

Within this culture, we nurture an environment of respect, inclusion, and belonging, fostering collaboration among inspired teams. We prioritize the well-being of our colleagues, the success of our clients, and our positive impact on society.

Embracing a growth mindset where curiosity thrives, we celebrate excellence and value individuals who inspire and mentor others, elevating the collective. Our driving force lies in personal and business growth. We go above and beyond to surprise and delight our clients, delivering tangible business value. In facing challenges, we make tough choices and solve complex problems to positively influence our clients, their customers, and the world at large.

As a Microsoft services partner, we hold ourselves to the highest standards of technical excellence. This commitment to quality is evident not only in our work but also in how we support and empower our employees. At Lantern, our culture mirrors our core values and unwavering dedication to realizing our purpose and vision, making it a dynamic and fulfilling workplace. Together, we transcend the ordinary and achieve extraordinary results.

This role is remote to applicants in Atlanta, GA, Portland OR, Denver CO

 

Duties: The Support Services Manager is an essential role responsible for the overall quality of services delivered to clients through our managed services program which provides 24/7 monitoring and technical support for Microsoft SharePoint, SQL Server, and Azure environments for clients in complex industries that have intricate IT needs. The Manager ensures local and remote staff are scheduled around the clock and is also responsible for ongoing improvements to the team as well as processes and systems required to support the managed service program. Duties include:

 

· Overseeing the day-to-day operation of the Service Desk, available 24/7, 365 days a year, including: Creating service technician schedule to ensure adequate coverage; Conducting daily shift transition meetings; Monitoring open tickets to ensure appropriate escalation; Acting as client advocate.

· Developing strategy and tactical implementation of policies and procedures needed to achieve agreed upon service levels.

· Maintaining a cohesive team, conducting regular status meetings, sharing appropriate information, and building a depth of expertise across all service lines.

· Managing the setup and onboarding of new clients.

· Creating and presenting regular reports to clients on service activity, open issues, and future maintenance activities.

· Maintaining systems necessary to support the Service Desk and efficient operation of all managed services programs.

· Working with management and marketing to enhance program material, developing new offerings and promoting managed services to potential clients.

· Assessing client need for additional services and assisting with drafting work orders or statements of work.

· Coordinating with other internal resources to complete small client projects.

· Participating as a member of the Delivery Management Team in resource scheduling, organizational planning, and staff development.

· Developing and maintaining strong communication with internal project managers and technical leads.

 

Minimum Requirements: Bachelor’s degree, or foreign degree equivalent, in Computer Science; and 2 years of experience in Information Technology project management occupations. Experience must include the following skills, which may have been gained concurrently:

 

· Demonstrated experience leading technical professionals in a matrix organization.

· Demonstrated experience managing remote and offshore resources.

· Demonstrated experience with PagerDuty or similar call scheduling and escalation software.

· Demonstrated experience with Microsoft technologies, including SharePoint, Office 365, SQL Server, Azure, and Active Directory.

 

Job Details:

 

● Full-time job with Lantern US, LLC, 2175 NW Raleigh St., Ste. 110, Portland, OR 97210.

● Remote work location: This job may be performed remotely (telecommuting or tele-work, including from the employee's home) from currently unanticipated locations within a normal commuting distance of any one of the following metropolitan areas: Denver, CO; Atlanta, GA; or Portland, OR.

 

Send resume to: Recruiter, Lantern US, LLC, 2400 Lakeside Blvd., Suite 600, Richardson, TX 75082; or by email: careers@lanternstudios.com.

 

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