- Location
- Remote - US
- Workplace
- Remote
- Type
- Full-time
- Department
- Managed Services
- Seniority
- Manager
- Source
- Lever
Description
Your Impact
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.