Skillable

Lead and mentor IT support team, oversee service desk operations, ensure SLA adherence, manage escalations, and contribute to knowledge base. | 7+ years IT support experience with 2+ years supervisory role, managing remote teams, ITIL best practices, Microsoft 365 administration, and process optimization skills. | Responsibilities: Manage, train, coach, and mentor the IT support team, fostering a culture of excellence, customer service and continuous improvement. Oversee daily operations of the IT service desk, ensuring effective ticket management and adherence to Service Level Agreements (SLAs). Design and implement robust IT support workflows, including escalation paths and resolution procedures. Monitor service desk metrics (ticket resolution times, user satisfaction, backlog trends) and adjust processes to optimize performance. Contribute to and improve a comprehensive knowledge base and self-service resources for employees. Collaborate with IT and Security leadership and other internal partners to ensure IT support aligns with strategic initiatives and business goals. Provide regular performance reports and strategic recommendations to leadership. Manage the onboarding/offboarding process to ensure timely provisioning and deprovisioning of IT assets and access. Resolve high-priority escalations and complex technical issues, providing guidance to support staff as needed. Develop, create and own the delivery of appropriate onboarding and training materials to ensure successful assimilation with the team and division. Participate in the recruitment and hiring of new team members. Resolve or direct ticket escalations as necessary, providing expert support and backup to the IT service team. Provide on call support on rotation with other team members. Participate in compliance reviews and audit collection as necessary. Communicate system health updates to stakeholders and employees. Participate as necessary in incident escalation resolution. Oversee budget for the IT service desk, ensuring cost-effective solutions and resource allocation. Manage relationships with external vendors and service providers. Support development and maintenance of disaster recovery plans to ensure business continuity in case of IT service disruptions. Ensure all IT support activities comply with relevant regulations and security policies. Drive innovation within the service desk team to continuously improve process and service delivery. Regularly engage with stakeholders to understand their needs and expectations and align IT support accordingly. Participate in the development of user training programs to educate employees on best practices and tool updates. Create and manage reporting dashboards for service and system insights. Support and promote company values through positive interactions with both internal and external stakeholders on a regular basis. Other strategic business initiatives or special cross-functional project involvement as required. Qualifications 7+ years of IT support experience, with a minimum of 2 years in a lead, supervisory or managerial capacity. Demonstrated success managing a remote IT support team within a fast-growing, technology-driven organization. Exceptional written and verbal communication skills, with an ability to articulate technical concepts to both technical and non-technical audiences. Proven leadership qualities, including team building, conflict resolution, and process optimization. Operate with versatility and adaptability to easily adjust to business demands and unforeseen issues or emergencies. Experience working within a fully remote or distributed environment preferred. Familiarity with IT service management frameworks and continuous improvement methodologies. Certifications in Microsoft technologies (e.g., Microsoft 365 Certified: Modern Desktop Administrator, or equivalent) and/or IT service management strongly preferred. Strong familiarity with ticketing systems, ITIL best practices and remote support tools. Microsoft 365 administrative experience. Proven expertise with Microsoft Entra ID, Intune, Defender for Endpoint, and other related Microsoft technologies. Experience managing SaaS applications and a clear understanding of cloud-based service management. A track record of developing and optimizing operational processes that support business growth. Passion for scaling IT support functions to align with rapid organizational expansion, ensuring efficiency and high service quality. Salary Range The base salary for this position is $90,000 - $110,000 annually. Consistent with applicable laws, compensation will be determined based on the candidate's level, relevant skills, qualifications, and experience along with requirements for the position and annual financial plans. Skillable is a distributed first team with employees working across the U.S., and we do not consider geography when determining compensation ranges. Please note that it is not typical for an individual to be hired at or near the top of the range. Skillable reserves the right to modify this compensation range at any time. Pay range and current benefit offerings are effective for 90 days from posting date. Standard employment offerings are subject to potential change upon periodic review and analysis, at the discretion of Skillable. What’s in it for You? Rewards and Perks We believe in providing a suite of benefits that ensure our employees know we appreciate them as people first. Skillable wants to be a company that promotes physical, emotional and all around well-being through our benefit offerings! Subject to eligibility requirements, the Company offers comprehensive benefits including: Fully remote with a monthly stipend to pay for office services and supplies Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options. 401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements. Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave. Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week. Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more! Working Conditions: The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day. Periodic travel may be required equaling up to approximately 10% of the time. Skillable participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work int he U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Skillable can only hire potential candidates with a primary residence in the following States: AZ, CA, CO, FL, GA, ID, IN, KY, MA, ME, MI, MO, NC, ND, NE, NH, NV, NY, OH, OK, SC, TN, TX, UT, WA, WI.

The Technical Solutions Analyst will work with Technical Solution Managers to ensure customer success on Skillable platforms, providing proactive post-sales technical support. They will also contribute to documentation and resources for customer platform usage and troubleshooting. | Candidates should have a bachelor's degree in computer science or equivalent experience, along with 2+ years in operational and customer-facing roles. Proficiency in virtualization technologies and cloud providers is essential. | Responsibilities Work with Technical Solution Managers to ensure the customer’s success on Skillable platforms on a regular cadence and ad-hoc as required. Provide proactive post-sales technical and tactical support related to the implementation, initial set-up and specific customization of customer needs within Skillable applications and cloud provider vendors. Own accountability of bench (non-TSM assigned tickets , ensuring that SLAs are met and work items are tracked within the ticketing system. Continuously contribute to Skillable’s source of truth efforts for consistent and singular information tools, documentation and resources to guide and assist in customer platform usage or troubleshooting, in addition to standardized solution approaches for team members. Provide customers with updated, clear and effective readiness materials, documentation, and tools to guide in the use and troubleshooting of issues. May be requested to help collect, analyze and provide trend feedback, internal data and lab usage reports to Sales as needed for activities such as quarterly business reviews, opportunity scoping and customer support where necessary. Partner with Marketing, Product Management, Infrastructure and Engineering teams related to platform and application issues or common feedback and requests from customers in an effort to help in scaling, supporting and advancing Skillable’s continuous product evolution. Perform activities within Skillable Studio as necessary as part of the Client Experience org as a part of the customer lifecycle, customer onboarding or customer support. Partner with stakeholders in maintaining updated information on the Hub site(s) related to the onboarding and implementation of new customers and updates to existing customers. Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis. Other strategic business initiatives or cross-functional project involvement as required. Qualifications Bachelor’s degree in computer science, related field OR equivalent professional experience in a technical and direct customer facing role. 2+ years of relevant professional experience within operational and customer impacting roles. Experience in developing and testing virtualized lab environments Proficiency in Hyper-V or ESXi Knowledge of Server/Client Distributed Model Skills in JavaScript Console/DOM Web Application Troubleshooting Familiarity with PowerShell, Python, JavaScript, React Experience with Git/GitHub/ADO Understanding of RESTful API Experience with Docker and Virtualization Technologies Familiarity with implementations of common VPN protocols (OpenVPN, Wireguard, etc.) Experience with common Public Cloud Providers (Azure, AWS, or GCP) required. Azure RBAC and Policy, AWS IAM Permissions Boundaries, Azure ARM, AWS Cloud Formation, Azure Blob and AWS experience is desirable Strong ability to troubleshoot and problem solve. Clear and professional communication skills – both written and verbal – across various audience levels including leadership. Ability to multi-task, prioritize, and meet deadlines. Desire and ability to work at a fast pace and drive concurrent technical projects is required. Proven ability with excellent written and verbal communication skills. Must be comfortable working closely with technical and business audiences of all levels. Experience working cross-functionally and promoting collaborative partnerships to drive results. Strong MS Office, including Teams for web conferencing and internal communication and collaboration preferred. Detail oriented and organized. Salary The base salary for this position is $70,000 - $85,000 annually. Consistent with applicable laws, compensation will be determined based on the candidate's level, relevant skills, qualifications, and experience along with requirements for the position and annual financial plans. Skillable is a distributed first team with employees working across the U.S., and we do not consider geography when determining compensation ranges. Please note that it is not typical for an individual to be hired at or near the top of the range. Skillable reserves the right to modify this compensation range at any time. What’s in it for You? Rewards and Perks We believe in providing a suite of benefits that ensure our employees know we appreciate them as people first. Skillable wants to be a company that promotes physical, emotional and all around well-being through our benefit offerings! Subject to eligibility requirements, the Company offers comprehensive benefits including: Fully remote with a monthly stipend to pay for office services and supplies Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options. 401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements. Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave. Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week. Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more! Working Conditions: The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day. Periodic travel may be required equaling up to approximately 10% of the time. Skillable participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work int he U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Skillable can only hire potential candidates with a primary residence in the following States: AZ, CA, CO, FL, GA, ID, IN, KY, MA, ME, MI, MO, NC, ND, NE, NH, NV, NY, OH, OK, SC, TN, TX, UT, WA, WI.