Manager, Cloud Services

				Overview:

The Manager, Cloud Services is responsible for leading a team that administers and manages customer solutions within Hyland's cloud environment. This role sets the direction of the team against expected KPIs to ensure timely engagements to the ticketing process, while driving a culture of accountability, continuous improvement, and exceptional customer experience.
Your Role Responsibilities? Here's What You'll Do.
* Define key performance indicators, goals, and team direction to provide the best support to customers' solutions in the cloud environment, and evaluate metrics to set team direction for supporting and enhancing the cloud customer experience.
* Assess employee and team performance against established quality metrics; track team performance and hold direct reports accountable for meeting defined performance standards while providing timely and constructive feedback.
* Perform all Human Resources-related managerial functions including hiring, compensation management, employment relations, and termination of employees.
* Develop team members through coaching and personal growth in functional expertise, communication skills, and the ability to effectively interact with clients and peers; assist with identifying and developing future leaders.
* Serve as an escalation point for issues; provide guidance, resolve issues as necessary, and remove obstacles for the team while executing on the team's strategy to ensure projects are completed within scope, time, cost, and quality.
* Evaluate, define, and maintain team processes and procedures; identify opportunities for process improvement and greater efficiency, and serve as an advocate for change while ensuring compliance with all corporate and departmental privacy and data security policies.
Technology Tools
* Microsoft Operating Systems
* Microsoft Products
* Microsoft Outlook
Role Essentials
* Bachelor's degree in an IT-related field, or 6-8 years of experience in an IT-related position, with broad knowledge of company-hosted technologies.
* 5+ years of customer and end-user support experience, with superior problem-solving, critical thinking, and analytical skills.
* Superior leadership, sound judgment, and business acumen skills, with superior oral and written communication skills demonstrating a professional demeanor.
* Superior organizational, multi-tasking, and time management skills, along with superior facilitation, project management, and customer service orientation.
* Superior ability to establish rapport and gain the trust of others; effective at gaining consensus, with the ability to coach, mentor, and provide feedback to team members in a timely manner.
What We'd Like to See (Preferred Skills)
* Superior ability to develop, use, and deliver engaging, informative, and compelling presentation methodologies.
* Sharp, fast learner with technology curiosity and aptitude, with superior experience with Microsoft Operating Systems and products.
* Superior business and technology acumen with the ability to thrive in a fast-paced, deadline-driven environment.
* Self-motivated with follow-through and attention to detail, with superior ability to handle sensitive information with discretion and tact.
* Operate as a thought leader; contribute significantly to the overall growth and quality of the department while collaborating with cross-departmental stakeholders.
About Hyland
Hyland is the pioneer of the Content Innovation Cloud(tm), delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. (c) Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.
#HylandLife
Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry‑leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee‑centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Equal Opportunity Statement
Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.
			

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Hyland Software