Support Manager (Remote)
K3 Technology K3 Technology Denver, CO Denver, CO Full-time Full-time $80,000 - $105,000 a year $80,000 - $105,000 a year 21 hours ago 21 hours ago 21 hours ago Who is K3 Technology? K3 Technology is a Managed Services Provider based in Denver, CO.
We have clients around the U.
S.
and we attempt to provide more than just services to our clients, but instead, a strategic partnership.
What should I know about K3 Technology? K3 Technology is an employee-centric organization.
We recognize that many of the best organizations and longest standing organizations have something in common:
people.
Whether you are an employee or a client at K3 Technology, we take care of you.
And if you are an employee, we take even better care of you.
The quality of our partnerships and services depends on the health and well-being of our employees, and that is why taking care of you as a K3 employee will be at the top of our priorities.
How would K3 Technology make me a top priority as an employee? As an employee of K3 Technology, we would ensure that you have the proper tools and access to training to perform your assigned job duties.
We highly encourage personal and professional growth.
A healthy work/life balance for our employees is a top priority.
K3 offers competitive PTO packages and exceptional health insurance to make sure that employees have the means necessary to maintain their well-being.
We do our best to accommodate time-off requests, especially at times of high-stress.
We manage our workforce in an empathic way, being considerate of everyone's needs both at and away from the job.
K3 also makes every effort to provide a safe and communicative work environment.
We encourage all employees to speak up any time to share ideas and discuss challenges.
We train team leaders to have open door policies, and to check in with employees regularly to offer encouragement, praise or advice.
Other things that are important to K3 are transparency, communication, and accountability.
These might sound like qualities that we would present to clients, and they are.
However, we can only provide these qualities externally if they are present internally.
That is why we will make every attempt to make it clear what our company goals are, what our goals for you as an employee are, communicate changes and expectations clearly, be open for communication from you, and make every effort to be held accountable on our core values, goals, and your success.
Salary and
Benefits:
Total compensation $80,000-105,000/year, DOE and location 401k with match Flexible PTO Hybrid work environment, with remote work stipend If out of state, remote may be possible for this role; strong candidates encouraged to apply Paid training and certification, and other educational opportunities Paid holidays Dog-friendly workspace Commuter Benefits Insurance benefits What is K3 Technology looking for? As a Support Manager, you will be the cornerstone of our support services, ensuring operational excellence and superior client satisfaction.
You'll play a pivotal role in upholding our service level agreements (SLAs) and enhancing our support experience, guiding a talented team of L1, L2, and L3 engineers, and delivering critical performance metrics.
You would additionally assist with project coordination, ensure that project milestones are achieved in a compliant manner.
The ideal candidate would have MSP experience, some experience as a support or system engineer, and a proven track records in a related role.
On a typical day, your duties might include:
Manage support operations, ensuring engineers are equipped to deliver quality service efficiently Uphold and surpass SLA standards, ensruing an exceptional support experience for all clients Maintain superb client satisfaction rate for entire support desk Assist with interviewing and vetting new engineers Provide leadership and direction to support engineers, fostering an environment of continuous improvement and learning Conduct regular analysis and reporting on support metrics, including utilization, mean time to resolution (MTTR), response times, and others Regularly review and refine KPIs and SLAs to identify improvement opportunities and take corrective actions Drive process definition, optimization, implementation, and enforcement Assist with maintaining client documentation Workload balancing Assist with onboarding of new clients Assist with coordinating support escalations Establish measurable ways to assess performance and support desk operations, and address areas of concern To be a good fit for this role, you should have:
Security first mindset and practices Exceptional resource planning and problem-solving skills Readiness to demonstrate a proactive attitude Define and report on KPIs and SLA adherence with clear and assigned action items for improvement A passion for technology, and enjoy learning new technology Big Picture thinking; allowing you to find the best long-term solutions for both internal and client strategy Proficiency in leading both physical and virtual teams In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery Strong grasp of ITIL Framework and service delivery disciplines Ability to identify opportunities for automation or better processes to improve operational efficiency Expertise in implementing and enforcing change management Strong organizational skills Capacity to train and guide team members A great personality and a passion for working with people, as you will be leading internal teams and communicating with clients regularly A desire to be a part of a growing team, where things are often moving at a high pace Outstanding customer service and conflict-management skills Previous experience working in a leadership role Ability to manage multiple priorities and workloads Other specific skills you should be familiar and comfortable with:
Knowledge of ITIL principles and how to implement them, Process Improvement, Developing Standards, Analyzing Information, Establishing and tracking KPIs, Customer Service, Technical Documentation, Quality Control and Quality Assurance Specific products you should be familiar and comfortable working with:
IT Glue, PSA systems (HaloPSA, Connectwise Manage, Autotask, etc.
), MS Windows, MS Windows Server, MacOS, Jamf, Ninja RMM, Connectwise Control, Meraki, Sonicwall, Microsoft Azure, Microsoft 365, Intune and AutoPilot, KnowBe4, Huntress, ProofPoint Essentials, Mimecast, Avanan, SentinelOne EDR, Monday, ZohoDesk, Slack, MS Office Products, Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology Bonus Points for certifications in ITIL, Microsoft Azure, Microsoft 365, or other related fields.
Experience working for an MSP is a huge plus! This position is Remote.
To apply and view the full job description please go to:
https:
//k3techs.
com/careers/ Job Type:
Full-time Pay:
$80,000.
00 - $105,000.
00 per year.
Estimated Salary: $20 to $28 per hour based on qualifications.
We have clients around the U.
S.
and we attempt to provide more than just services to our clients, but instead, a strategic partnership.
What should I know about K3 Technology? K3 Technology is an employee-centric organization.
We recognize that many of the best organizations and longest standing organizations have something in common:
people.
Whether you are an employee or a client at K3 Technology, we take care of you.
And if you are an employee, we take even better care of you.
The quality of our partnerships and services depends on the health and well-being of our employees, and that is why taking care of you as a K3 employee will be at the top of our priorities.
How would K3 Technology make me a top priority as an employee? As an employee of K3 Technology, we would ensure that you have the proper tools and access to training to perform your assigned job duties.
We highly encourage personal and professional growth.
A healthy work/life balance for our employees is a top priority.
K3 offers competitive PTO packages and exceptional health insurance to make sure that employees have the means necessary to maintain their well-being.
We do our best to accommodate time-off requests, especially at times of high-stress.
We manage our workforce in an empathic way, being considerate of everyone's needs both at and away from the job.
K3 also makes every effort to provide a safe and communicative work environment.
We encourage all employees to speak up any time to share ideas and discuss challenges.
We train team leaders to have open door policies, and to check in with employees regularly to offer encouragement, praise or advice.
Other things that are important to K3 are transparency, communication, and accountability.
These might sound like qualities that we would present to clients, and they are.
However, we can only provide these qualities externally if they are present internally.
That is why we will make every attempt to make it clear what our company goals are, what our goals for you as an employee are, communicate changes and expectations clearly, be open for communication from you, and make every effort to be held accountable on our core values, goals, and your success.
Salary and
Benefits:
Total compensation $80,000-105,000/year, DOE and location 401k with match Flexible PTO Hybrid work environment, with remote work stipend If out of state, remote may be possible for this role; strong candidates encouraged to apply Paid training and certification, and other educational opportunities Paid holidays Dog-friendly workspace Commuter Benefits Insurance benefits What is K3 Technology looking for? As a Support Manager, you will be the cornerstone of our support services, ensuring operational excellence and superior client satisfaction.
You'll play a pivotal role in upholding our service level agreements (SLAs) and enhancing our support experience, guiding a talented team of L1, L2, and L3 engineers, and delivering critical performance metrics.
You would additionally assist with project coordination, ensure that project milestones are achieved in a compliant manner.
The ideal candidate would have MSP experience, some experience as a support or system engineer, and a proven track records in a related role.
On a typical day, your duties might include:
Manage support operations, ensuring engineers are equipped to deliver quality service efficiently Uphold and surpass SLA standards, ensruing an exceptional support experience for all clients Maintain superb client satisfaction rate for entire support desk Assist with interviewing and vetting new engineers Provide leadership and direction to support engineers, fostering an environment of continuous improvement and learning Conduct regular analysis and reporting on support metrics, including utilization, mean time to resolution (MTTR), response times, and others Regularly review and refine KPIs and SLAs to identify improvement opportunities and take corrective actions Drive process definition, optimization, implementation, and enforcement Assist with maintaining client documentation Workload balancing Assist with onboarding of new clients Assist with coordinating support escalations Establish measurable ways to assess performance and support desk operations, and address areas of concern To be a good fit for this role, you should have:
Security first mindset and practices Exceptional resource planning and problem-solving skills Readiness to demonstrate a proactive attitude Define and report on KPIs and SLA adherence with clear and assigned action items for improvement A passion for technology, and enjoy learning new technology Big Picture thinking; allowing you to find the best long-term solutions for both internal and client strategy Proficiency in leading both physical and virtual teams In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery Strong grasp of ITIL Framework and service delivery disciplines Ability to identify opportunities for automation or better processes to improve operational efficiency Expertise in implementing and enforcing change management Strong organizational skills Capacity to train and guide team members A great personality and a passion for working with people, as you will be leading internal teams and communicating with clients regularly A desire to be a part of a growing team, where things are often moving at a high pace Outstanding customer service and conflict-management skills Previous experience working in a leadership role Ability to manage multiple priorities and workloads Other specific skills you should be familiar and comfortable with:
Knowledge of ITIL principles and how to implement them, Process Improvement, Developing Standards, Analyzing Information, Establishing and tracking KPIs, Customer Service, Technical Documentation, Quality Control and Quality Assurance Specific products you should be familiar and comfortable working with:
IT Glue, PSA systems (HaloPSA, Connectwise Manage, Autotask, etc.
), MS Windows, MS Windows Server, MacOS, Jamf, Ninja RMM, Connectwise Control, Meraki, Sonicwall, Microsoft Azure, Microsoft 365, Intune and AutoPilot, KnowBe4, Huntress, ProofPoint Essentials, Mimecast, Avanan, SentinelOne EDR, Monday, ZohoDesk, Slack, MS Office Products, Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology Bonus Points for certifications in ITIL, Microsoft Azure, Microsoft 365, or other related fields.
Experience working for an MSP is a huge plus! This position is Remote.
To apply and view the full job description please go to:
https:
//k3techs.
com/careers/ Job Type:
Full-time Pay:
$80,000.
00 - $105,000.
00 per year.
Estimated Salary: $20 to $28 per hour based on qualifications.
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