Remote Critical Response Manager

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We’re a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We’re also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If this opportunity excites you, we invite you to continue reading! We are seeking a highly skilled Critical Response Manager to join our team. In this role, you will help develop and lead the strategy and process on how we drive critical tickets to resolution. You will leverage your technical expertise to assess issues, communicate with key stakeholders, and ensure rapid resolution. Your goal is to minimize the impact critical tickets have on our client’s business while ensuring that FusionTek meets SLAs for both Response and Resolution Time. This role demands a professional with a deep technical support background, excellent troubleshooting skills, and a proactive approach to managing high-stakes situations.

Support outside of regular hours and on weekends may be needed occasionally.

Your responsibilities encompass the following tasks:

• 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

Requirements

Education

o   High School Diploma required, Bachelor’s Degree in Computer Science preferred.

Technical Skills

o   5+ years technical support experience in an MSP Environment

o   Demonstrated ability to lead multiple incidents concurrently

o   Strong knowledge of desktop and server operating systems

o   Strong knowledge of networking concepts (IP addressing, DNS, DHCP, VPN, VLANs, firewalls)

o   O365, Azure, Azure AD, Intune

o   Familiarity with ITIL frameworks and service management best practices

o   Experience with Remote Monitoring & Management (RMM) tools. (Datto RMM a Plus)

o   Experience with Autotask PSA a Plus

o   COMP TIA A+ and Net+ Certification is a Plus

o   Microsoft 365 Certified: Administrator Expert (MS-102) is a Plus

o   Microsoft Certified: Azure Solutions Architect Expert (AZ-305) is a Plus

Other Skills & Abilities

o   Able to work independently and as part of a team

o   Exceptional written and oral communication skills required

o   Self-motivated; great communicator, client advocate

Benefits

At FusionTek, we truly believe that our people are our most valuable asset, which is why we’re excited to provide:

• 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