Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting-edge, integrated solutions that deliver business value. Responsibilities You are joining us to lead one of two peer functions within Atmosera's Client Operations organization: either the Technician team responsible for initial client support and ticket management, or the Administrator/Engineer team responsible for advanced administration, engineering, and escalated technical work. In either assignment, you will own the performance, development, service quality, and continuous improvement of your assigned team while partnering closely with the peer Client Operations manager to create a connected operating model and seamless client experience. Your day-to-day will include coaching and developing employees; hiring, onboarding, workforce planning, capacity management, and 24x7 coverage; overseeing ticket health, workload, escalations, and incident, problem, and change practices; and using service data, automation, and AI to improve quality, efficiency, and scalability. You will maintain clear operating procedures, technical documentation, and client-specific runbooks; ensure employees are trained and appropriately authorized for their work; and partner with Client Success, Professional Services, Security Operations, Compliance, and other stakeholders to support client environments and service transitions. You will also work with peer Client Operations leaders to coordinate operational priorities, major incident response, cross-team improvements, and temporary leadership coverage during vacations, leaves, on-call rotations, and other business continuity situations. Success in this role means building a capable, accountable, and client-focused team; developing future leaders; strengthening operational discipline; and delivering measurable improvements in service performance and client experience. What Success Looks Like We measure success by results and alignment. Here is how we define a win for this role over your first year. After 90 Days The Foundation: Develop a strong understanding of Atmosera's Client Operations organization, service delivery model, client portfolio, operational tooling, escalation paths, compliance requirements, and ITIL-based processes. Assess your team's capabilities, service performance, coverage model, operational health, and improvement opportunities. The Integration: Establish trusted working relationships with your team, peer Client Operations leaders, Client Success, Professional Services, Security Operations, Compliance, and other key stakeholders. Create clear expectations, accountability, communication rhythms, and partnership practices within your assigned function. The Contribution: Identify and begin executing a measurable operational improvement focused on an area such as queue health, backlog reduction, escalation quality, incident management, change management, automation, knowledge management, service coverage, or client experience. After 1 Year Your Impact: Lead a high-performing operational team that consistently achieves its service objectives, contributes to strong client satisfaction, and supports operational excellence across Atmosera's managed services organization. Deliver measurable improvements in service performance, resolution quality, team capability, operational efficiency, and scalability. Your Growth: Be recognized as a trusted leader who successfully balances the needs of clients, employees, and the business. Build the technical, operational, and leadership capability of your team while developing future leaders and supporting meaningful career progression. Your Influence: Build strong partnerships across Client Operations and related departments, helping create repeatable operating practices, scalable processes, effective runbooks, automation opportunities, and service improvements that elevate the client experience and strengthen organizational effectiveness. The Skills Matrix Required Skills: The Non-Negotiables Years of Experience: Five or more years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery, including at least three years directly managing technical teams. Role-Specific Mastery: Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced environment. Strong working knowledge of Microsoft Azure infrastructure and cloud operations, with the technical depth and troubleshooting expertise to guide either a Technician team or an Administrator/Engineer team and earn credibility with technical employees and stakeholders. Demonstrated ability to hire, onboard, coach, evaluate, and develop employees; establish clear expectations and development plans; and support career progression and certification attainment. Operational Excellence: Experience owning service delivery for an assigned team in a 24x7 environment, including workforce and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality. Ability to ensure work is prioritized, routed, documented, escalated, and resolved in line with service commitments; lead or support major incidents; enforce incident, problem, and change practices; maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks; and ensure employees are trained and appropriately eligible, authorized, and assigned for regulated work. Sound judgment to balance urgency, quality, operational risk, coverage, and client communication under pressure, including the ability to pass a federal background check for Public Trust Fitness. Communication: Clear, calm, and effective written and verbal communication skills. Ability to report KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions to individual contributors, technical contacts, client executives, and internal leadership. Commitment to professional, timely communication during incidents, escalations, operational reviews, and service transitions. Collaboration: Experience partnering across operational teams and support functions to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement. Ability to work closely with peer Client Operations leaders without blurring ownership of the assigned team; collaborate with Client Success, Professional Services, Security Operations, Security, and Compliance; support audits, evidence collection, and remediation; and provide temporary leadership coverage during vacations, leaves, on-call rotations, major incidents, and other business continuity situations. Problem Solving: Ability to use service and workforce data to identify trends, root causes, resource needs, and operational risks, then implement durable solutions that reduce repeat incidents and improve the client experience. Experience owning and reporting relevant KPIs, such as SLA attainment, response and resolution time, escalation rate, backlog, ticket aging, change success rate, service quality, automation adoption, and client satisfaction. Demonstrated ability to improve processes, tooling, training, monitoring, documentation, automation, or AI-assisted workflows while coordinating cross-team changes to avoid unintended downstream impacts. Nice to have Experience working for a managed services provider, ideally a Microsoft Azure Expert MSP. Microsoft certifications such as Azure Administrator Associate (AZ-104), Azure Solutions Architect Expert (AZ-305), or other relevant Azure certifications. ITIL 4 Foundation or an advanced ITIL certification. Experience with Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, monitoring and alert tuning, AIOps, or Copilot-enabled workflows. Experience supporting FedRAMP, HIPAA, HITRUST, IRS-1075, or comparable regulated environments, including audit support and secure operating practices. Experience leading teams distributed across multiple time zones or countries. Knowledge of IT security practices and secure cloud operations. Experience with a ticketing or IT service management platform such as Zendesk or ServiceNow. How We Show Up These Core Three represent the heartbeat of Atmosera. They are the behaviors and attributes we align to every day, defining how we interact, solve problems, and celebrate our wins together. This is simply who we are at our best. Humble: Low Ego, High Impact. We share credit easily, admit when we're wrong, and view every mistake as a data point for growth. Hungry: Internal Drive. We have a natural bias for action. We don't wait for permission to solve a problem or find a better way to do things. Mindful: Intentional Awareness. We are conscious of our impact on the team. We listen more than we speak and respond to challenges with empathy and situational awareness. Our Interview Process We value your time and aim for transparency. Our typical interview process includes: Talent Screen: 30 minutes. A conversation about your background, leadership experience, career goals, and the mission of the role. Impact & Attributes Assessment: 45 minutes. A discussion focused on how you lead, solve problems, develop people, handle operational pressure, and demonstrate Atmosera's Core Three. Collaborator Loop: 60-90 minutes. Conversations with key partners focused on your technical and operational capabilities, service management experience, leadership approach, and ability to work across teams. This stage may include a presentation, scenario, or work sample. Final Alignment: 30 minutes. A closing conversation with leadership to align on expectations, organizational needs, and the impact of the role.
