Critical Response Manager

Summary

Join FusionTek, a growing Managed Service Provider, as a highly skilled Critical Response Manager. You will develop and lead the strategy for resolving critical tickets, leveraging your technical expertise to assess issues and communicate with stakeholders. This role requires a deep technical support background, excellent troubleshooting skills, and a proactive approach. You will minimize the impact of critical tickets on clients' businesses while ensuring FusionTek meets SLAs. Support outside regular hours may be occasionally needed. FusionTek offers competitive pay, benefits, and a positive work environment.

Requirements

• High School Diploma
• 5+ years technical support experience in an MSP Environment
• Demonstrated ability to lead multiple incidents concurrently
• Strong knowledge of desktop and server operating systems
• Strong knowledge of networking concepts (IP addressing, DNS, DHCP, VPN, VLANs, firewalls)
• O365, Azure, Azure AD, Intune
• Familiarity with ITIL frameworks and service management best practices
• Experience with Remote Monitoring & Management (RMM) tools
• Able to work independently and as part of a team
• Exceptional written and oral communication skills
• Self-motivated; great communicator, client advocate

Responsibilities

• Rapidly assess and respond to Critical and High-priority tickets, ensuring minimal disruption to client operation
• Act as the primary point of contact, providing timely and consistent updates to clients and internal teams throughout the ticket lifecycle
• As necessary, partner with our Technical Support Team, Centralized Services, Account Management and Leadership to drive resolution
• Create and implement a standardized Root Cause Analysis (RCA) process for post-mortem evaluations of incidents and provide to key stakeholders as needed
• Maintain accurate records of tickets, resolutions, and RCA findings in the ticketing system
• Create/Update Documentation on resolution handling for specific event types (for staff training)
• Analyze incident trends and provide recommendations for improvements to reduce future Critical and High-priority tickets
• Drive improvements in the incident handling process that result in reduced response and resolution times and increase in client CSAT scores
• Weekly reporting on ticket trends and metrics to the CEO

Preferred Qualifications

• Bachelor’s Degree in Computer Science
• Experience with Autotask PSA
• COMP TIA A+ and Net+ Certification
• Microsoft 365 Certified: Administrator Expert (MS-102)
• Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
• Datto RMM

Benefits

• Salary range - $90,000 - $110,000
• Competitive pay with quarterly bonus eligibility
• Coverage for 90% of your medical, dental, and vision insurance expenses
• 401(k) plan with 4% company matching and immediate vesting
• Eight paid holidays and 18 days of PTO in year one
• Educational reimbursement for certification tests and company supplied training resources
• Fun team events