Microsoft Cloud Team Lead

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

About this Position

The Managed Services Cloud Team Lead is a hands-on role that will oversee and enhance the performance, processes, and customer service of our Managed Services Cloud pod. This individual will serve as the single point of contact for the team, ensuring operational excellence and effective collaboration across functions. As a critical role in our organization, they will manage towards established metrics, manage escalations, provide training, work tickets as required, and create knowledge resources to support both internal processes and customer needs.

Job Responsibilities

Key Responsibilities

Team Leadership and Customer Experience

• Serve as the primary point of contact for the Microsoft Cloud Team, ensuring clear communication and accountability.
• Manage the service boards, act as the primary escalation point, and ensure team is hitting and achieving all required metrics
• Effectively and proactively collaborate with Cloud and Managed Services leadership.  Attend regularly standing meetings, run QBR meetings, and raise issues as needed.
• Hands on supervisory role that will require 40% of their time working on tickets either in an escalation capacity or overflow.

Metrics and Reporting

• Manage, analyze, and monitor Key Performance Indicators (KPIs) to measure team performance and process efficiency.
• Prepare and present monthly & quarterly reports on metrics to stakeholders, highlighting trends, insights, and areas for improvement.

Process and Knowledge Management

• Work with the Microsoft Cloud Team’s leadership to verify and maintain documentation for team processes, procedures, and best practices.
• Continuously improve workflows to optimize team performance and service delivery.
• Manage a centralized knowledge base for common issues, solutions, and operational guidelines.

Operational Excellence

• Ensure adherence to established processes, delivering consistent and reliable outcomes.
• Lead efforts to enhance service delivery and overall client experience by identifying and addressing gaps.
• Proactively anticipate, identify, and resolve challenges, escalating when necessary.
• Provide quality control for tickets and regularly interact with clients to ensure needs are being met.

Job Requirements

• 5+ years of experience in cloud operations or technical support roles, with 2+ years in a supervisory capacity.
• Strong expertise in managing and analyzing metrics, reporting, and process documentation.
• The ability to demonstrate handling tickets and escalations
• Exceptional customer service and communication skills, with the ability to manage cross-functional teams and build strong relationships.
• Proficiency in tools such as Microsoft Office, data analysis software, and cloud platforms.
• Proven ability to prioritize tasks, manage time effectively, and deliver high-quality outcomes under pressure.
• Familiarity and the ability to support Microsoft Azure hosting and VMWare Cloud Infrastructure
• Knowledge of security and network management principles.

Preferred Skills

• Experience with process improvement methodologies and knowledge management systems is highly desirable.
• Microsoft Cloud Certifications or equivalent

Compensation and Benefits

Base salary range: $80,000 to $90,000.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until February 28, 2025 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. 

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.