Manager, Platform Services - Support

About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER.  If you're attracted to a work hard, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview
This position offers you the opportunity to join our rapidly growing organization. We're looking for a customer- and team-oriented leader to support the Thrive Patching team.  

As the Manager of Platform Services and Support, you should have a solid understanding of customer service and a problem-solving attitude. In this role, the ideal candidate will lead the Support team to support Thrive Customers and Service Delivery. In addition, they will maintain Thrives' high standards of customer support document and update processes and procedures.

Essential Duties and Responsibilities

• Lead a group of highly motivated Engineers
• Create and present monthly/weekly reports and KPIs
• Work with Complex customer requirements to support their unique business needs and compliance with their Security needs.
• Hold reviews with team members and weekly team meetings
• Provide weekly feedback on team performance and ways to improve
• Provide upgrade support and upgrade paths on a variety of platforms
• Work with Management on how to better utilize the platforms
• Understand how each platform is used and the criticality of the service it provides
• Develop and update the Disaster Recovery plan for assigned Platforms
• Performance reporting through data analysis as it relates to the Platforms Owned by the Platform Services team
• Available to work outside of standard hours when necessary or as part of on-call rotation if applicable
• Other duties as required

Qualifications:

• Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
• 1- 5 years of Enterprise patching experience
• 1 - 4 years of Management in an MSP environment
• Technical subject matter expert on MSP products as they relate to Thrive's service catalog
• Strong written and verbal communication skills
• Attention to detail and focus on adherence to SOPs