Service Desk Manager, AI Product

Cloudforce•National Harbor, MD

8d•$90,000 - $120,000•Hybrid

About The Position

Are you the kind of leader who’s always one step ahead finding smarter ways to work, inspiring others, and never hesitating to roll up your sleeves? Eager to work at the intersection of business and bleeding-edge technology? Join a team that’s all in on bringing next-generation AI capabilities to the most notable brands and institutions in the world. We are a forward-thinking company at the forefront of the AI revolution, dedicated to empowering businesses through innovative generative AI solutions. At Cloudforce, we’re seeking a Product Support Manager to oversee the daily operations of our nebulaONE AI product support team. Here, you’ll drive process excellence, implement best practices, and be a guiding mentor to junior staff. You’ll also be hands-on in the action, serving as the primary escalation point for complex issues and jumping in to resolve tickets alongside your team.

Requirements

Bachelor’s degree in a related field or equivalent practical experience.
Proven experience managing support teams in a SaaS or enterprise software environment.
Excellent leadership, communication, and interpersonal skills.
Analytical mindset with experience in support metrics, reporting, and continuous process improvement.
Familiarity with support ticketing systems, knowledge base tools, and workflow automation.
Ability to work collaboratively across technical and non-technical teams.

Nice To Haves

Preferred understanding of nebulaONE platform features, administration, and troubleshooting.
Learn and deploy modern technologies.
Perform as a self-starter and manage your own time.
Analyze and solve tough technical problems by leveraging leading-edge technologies.
Demonstrate your expertise through a consultative and collaborative approach to engineering.
Join monthly company outings and quarterly local service projects.
Eat lunch as a team every Friday and have your hand at conquering our reigning ping-pong champions.

Responsibilities

Oversee daily operations of the nebulaONE product support team, ensuring exceptional customer service to end-users.
Ensure the support team meets or exceeds internal and external Service Level Agreements (SLAs), such as first response time, resolution time, and customer satisfaction scores.
Maintain accurate records; analyze support metrics and trends to generate actionable reports and recommendations for improvement of nebulaONE Service Desk activities.
Create procedures and policies, including correct categorization/statuses, tagging, and association of development tickets as warranted and then provide accountability to ensure adherence.
Manage incident response for product outages, deprecations, or major issues, communicating clearly with impacted stakeholders and customers.
Oversee and direct development of the Service Desk Platform to continually improve customer experience.
Lead, mentor, and develop support team members through coaching, training, and performance management.
Support onboarding of new customers by providing guidance and education to ensure successful adoption of nebulaONE and utilization of the Service Desk Platform.
Design and implement support processes and best practices to enhance customer satisfaction and operational efficiency.
Collaborate with product teams to provide feedback on product features, usability, and bugs based on customer interactions.
Act as the primary escalation point for complex or high-impact product issues, coordinating cross-functionally with engineering, product management, and customer success.
Collaborate with other teams to identify and resolve recurring issues and implement solutions to improve nebulaONE Service Desk processes and procedures.
Develop and maintain the nebulaONE knowledge base and documentation, ensuring team members have access to up-to-date information.
Act as a representative of Cloudforce and nebulaONE by engaging in client-facing activities, including Quarterly Business Reviews, business development opportunities, demos, and more.
Stay up to date with the latest technology trends and developments to ensure the nebulaONE Support Desk provides the best possible experience to end-users.
Perform other duties, as assigned.

Benefits

Outstanding opportunities to learn, grow, and expand your network
Excellent compensation, benefits, and generous incentives
401K savings plan and education reimbursement
Ultra-modern gym with Tonal and Peloton
Super cutting-edge technology
State-of-the-art workspace
Community involvement
Great team synergy
Friday afternoon shenanigans
A kitchen stocked with free snacks
Getting rewarded just for learning new things
Super fun location with restaurants, shops, and more
Seeing your input and suggestions heard and implemented
Free monthly garage parking with direct private access to the office
Brand-new, sun-filled National Harbor offices with scenic views of the Potomac
Scenic walking paths along the Potomac for getting some fresh air and think time
Applying your technology smarts and insights to make the world safer, smarter, better
Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents.
Paid parental leave, including adoption and foster care placement.
PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentive opportunities to earn more PTO!).
9 company-observed holidays + 2 more floating holidays to cover additional observed holidays or for use as extra PTO.