Position Summary:                         

The Elevate Cloud Specialist position is a key role helping Elevate clients migrate and manage their information and services into the cloud. This individual is responsible for coordinating, implementing and managing Elevate’s client’s public cloud infrastructure environments. The Cloud Specialist implements systems and networks needed for these cloud systems and works on the systems related to connecting clients to clouds so that they can use them effectively.

Responsibilities:

• Point-of-contact and escalation with Elevate’s staff resolving issues related to client’s use of their cloud solutions.
• Design, setup and implement, monitor, and optimize client cloud environments following industry best practices
• Design, setup and implement, monitor, and optimize internal company cloud environments.
• Collaborates with, communicates to, and trains internal Elevate staff on the use of client’s cloud systems and internal-use cloud systems.
• Follows procedures to secure systems and data effectively. Plan and implement the remediation of security issues as defined.
• Evaluates new client (prospect) environments for cloud readiness and establishes plans for cloud migrations. Performs client cloud migrations. Develop repeatable processes and/or scripts to allow the timely and efficient deployment of those Cloud services used by enterprise.
• Executes operating procedures for system administration activities including network, system monitoring, performance tuning, backup/recovery, system architecture design, system maintenance, system security, and new system structures. Has input on the operating procedures.
• Follows operating procedures and utilizes established support tools for analysis and reporting requirements. Has input on the operating procedures.
• Executes security programs including virus updates, patch and service pack management, including testing, deployment staging, and documentation. Install, maintain and manage automated updates. Maintain operational stability and ensure all operations and operating environments meet Cybersecurity compliance practices.
• Provide and coordinate support for cloud infrastructure and cloud services such that issues are resolved to include performance monitoring, and/or managing the intake, diagnostic, prioritization, and resolution processes while maintaining the appropriate level of communication with the client, management and other staff involved in the resolution of the issue. This may require availability during non-business hours to respond to escalation alerts.
• Follow ITSM and ITIL framework for service delivery
• Interfaces with clients, internal Elevate teams, vendors, Network Engineers, Storage Engineers, Database Administrators and Application Teams to optimize systems use and configuration.
• Acquires knowledge and learns continuously of new cloud systems, cloud tools, cloud pricing, and new approaches to help clients take advantage of the cloud. Investigate and stay abreast of technical and practical industry information relating to cloud computing.
• Assume full ownership/responsibility for assigned responsibilities and other related duties as assigned and deliver services within the agreed upon guidelines (budget, timeline) with little or no supervision.

Qualifications:

• Must have deep experience in the Information Technology processes of an organization.
• Experience with cloud management platforms with and emphasis on Azure
• Experience with network configuration management
• Familiar with and has worked in cloud environments for security, performance, and cloud-based operational efficiency.
• Preferred experience with industry security standards including HIPAA, PCI-DSS, FISMA, and other frameworks as needed
• Preferred experience in multi-unit technology operations and distributed infrastructure/distributed user support or similar/related technical environments.
• Experience with Microsoft Windows server operating environments and troubleshooting of Microsoft Windows Server 2012 and 2016 required.
• Experience with Linux operating systems environments and troubleshooting of Linux preferred.
• Experience administering Active Directory, Group Policies, Cloud Infrastructure, DNS, windows clustering preferred.
• Experience using monitoring software
• Experience with Backup and Recovery processes preferred.
• Experience with Microsoft, OMS, PowerShell preferred.
• Experience with Microsoft Office applications required.
• Familiarity with ticketing systems required. Experience with Autotask and Webroot preferred.
• Bachelor degree preferred.
• Good communication and good writing skills.
• Good project management skills.

Position Summary:                         

The Senior Service Engineer position is a key role for providing direct support to Elevate’s customers. This individual leverages IT best practices to solve technology problems. This individual creates and improves existing support procedures and uses technology solutions - with a hyper-focus on the cloud - to serve customers. Additionally, this individual is responsible for technology projects including account moves/adds and changes, technology service provisioning/installation, new computer setup, software installations, and other projects as assigned. As a Senior Service Engineer, this individual has gained proficiency in multiple competencies relevant to the job and is training, coaching and assisting less experienced team members to achieve new levels of performance by setting the example of how to serve customers, effectively troubleshoot issues and anticipating other needs in the organization.

Responsibilities:

• Analyze and resolve technical issues with the appropriate priority and timeliness including phone, computer, tablet, computer servers, computer programs and application configuration changes, network switches, network firewalls, computer wiring.
• Enter all issue information in the Elevate IT Service Management platform and create/deliver reports to Elevate staff and customer management teams on the performance of IT support.
• Set the example to all teammates by providing exceptional customer service delivery identifying gaps in current services and working with the team to improve service delivery.
• Communicate transparently and authentically with all those that contact the help desk and ensure that all users are completely satisfied with the services they receive.
• Drive performance of the team with ITSM KPIs including Customer Satisfaction and Mean-Time-To-Resolve
• Improve customer service delivery defined in the customer IT Service Catalog through identifying gaps in current services and recognizing areas to create new services.
• Follow the communication standard that covers all IT events including project deployments and unplanned system/network outages.  Ensure supplier performance in IT communications.
• Plan, design, and implement IT projects as assigned taking into account suitable levels of quality and scale; leverages suppliers appropriately in this activity.
• Manages the transition of IT projects into steady-state services by updating the customer’s IT Service Catalog.
• Mentoring the Customer Support team in achieving new levels of performance

Qualifications:

• Minimum 4 years of experience in the Information Technology processes of an organization; managed services or IT outsourcing experience preferred.
• Experience being an example of performance to those on a team
• Hands on experience with multi-unit technology operations and distributed infrastructure/distributed user support or similar/related technical environments.
• Experience with Microsoft Office applications required including Active Directory and O365
• Experience with Microsoft Windows operating environments and troubleshooting of Microsoft Windows 10 required and Server from 2008 onward.
• Experience with troubleshooting computer hardware and network configurations required.
• Experience with ticketing systems required.
• Experience with ITSM and ITIL preferred; ITIL Foundation certification preferred.
• Bachelor degree preferred.
• Good communication and good writing skills

Position Summary:                         

The Service Engineer position is a key role for providing direct support to Elevate’s customers. This individual leverages IT best practices to solve technology problems. This individual creates and improves existing support procedures and uses technology solutions - with a hyper-focus on the cloud - to serve customers. Additionally, this individual is responsible for technology projects including account moves/adds and changes, technology service provisioning/installation, new computer setup, software installations, and other projects as assigned.

Responsibilities:

• Analyze and resolve technical issues with the appropriate priority and timeliness including phone, computer, tablet, computer servers, computer programs and application configuration changes, network switches, network firewalls, computer wiring.
• Enter all issue information in the Elevate IT Service Management platform and create/deliver reports to Elevate staff and customer management teams on the performance of IT support.
• Set the example to all teammates by providing exceptional customer service delivery identifying gaps in current services and working with the team to improve service delivery.
• Communicate transparently and authentically with all those that contact the help desk and ensure that all users are completely satisfied with the services they receive.

Qualifications:

• Minimum 2 years of experience in the Information Technology processes of an organization; managed services or IT outsourcing experience preferred.
• Hands on experience with multi-unit technology operations and distributed infrastructure/distributed user support or similar/related technical environments.
• Experience with Microsoft Office applications required including Active Directory and O365
• Experience with Microsoft Windows operating environments and troubleshooting of Microsoft Windows 10 required and Server from 2008 onward.
• Experience with troubleshooting computer hardware and network configurations required.
• Experience with ticketing systems required.
• Experience with ITSM and ITIL preferred; ITIL Foundation certification preferred.
• Bachelor degree preferred.
• Good communication and good writing skills

Position

The Elevate Strategic Services Director is a cornerstone position for Elevate. The Strategic Services Director collaborates with other business leaders to make business decisions that balance the best interests of Elevate’s team with Elevate’s customers. The Strategic Services Director owns the Elevate customer experience and proactively engages Elevate’s customer decision-makers in the visioning, planning, and budgeting of their technology environment. The position enjoys a wide variety of responsibilities; however, the primary responsibilities are as follows:

Responsibilities

• Create and manage the Elevate experience as the Engagement touch point for all Elevate services starting from the first point of contact with an Elevate prospect, thru the Elevate transition and onboarding experience, and continuing into the Elevate customer journey
• Communicates regularly – both scheduled and ad hoc – with customer Points-of-Contact and customer Sponsors
• Performs business analysis and technical assessments of customer technologies, and architects/designs solutions that can be successfully implemented. Manages and directs this analysis into customer Roadmap. (Customer Roadmap is the plan for creating positive change in technology environment to improve standards, increase productivity, reduce risk, and drive other customer outcomes.)
• Owns the customer technology strategy, i.e. Roadmap, and Delivers strategy sessions to key customer stakeholders on a regular basis in the form of Quarterly Business Reviews (QBRs), Budget & Planning Sessions, Board and other executive meetings, and other milestone conversations to shape and evolve customer Roadmap.
• Generates Non-Recurring Revenue that come through projects in Roadmaps. Communicates project proposals, statements of work, follows up, answers questions, accountable for getting signed proposals and statement of work from Sponsors. Owns the success of projects.
• Creates the conditions for customer change which involves identifying impediments to change that may be lack of skills, people, process that could stand in the way of successful Roadmap implementation. Responsible for bringing to the attention of Sponsors and key stakeholders and bringing solutions to improve the conditions for change
• Establishes and manages third party partnerships (auxiliary services) as part of Roadmap delivery (priority is to come from pre-established Elevate partners). Participate in Elevate Service Offering process by bringing new technology, partnerships & process ideas.
• Contribute to the long-term future of Elevate’s operating model, technology systems and processes
• Monitor and Report on Key Performance Indicators and drive improvement from KPIs
• Effectively manage customer escalations and resolve customer issues and follows-up to make sure that the customer is communicated to and satisfied.
• Continue to engage in on-going learning and education of Elevate’s business and technology at-large
• Collaborate and work effectively with other members of the Elevate Leadership team to meet organizational goals and deliver exceptional services to our clients.
• Support sales efforts through needs analysis, solution definition, pricing analysis, contract negotiation, and technology oversight
• Perform company projects and other activities as assigned

Qualifications (Preferred):

• 10 years or more experience (preferred) serving customers in a direct capacity
• A baseline core certification set will be a requirement for the position, e.g. systems, network, servers
• Technical experience and background in systems, software, SaaS and other relevant fields
• Strong customer relationship skills understanding customer needs, serving as the customer advocate and representing Elevate’s point of view to obtain common ground.
• Experience and working knowledge of security and compliance requirements across several industries
• The ability to link IT systems to business objectives
• Experience and familiarity with the following: Microsoft Office suite, Microsoft Windows desktop and server systems as well as Active Directory, networking (TCP/IP, DNS, routing, subnetting, etc.), remote access technologies (VPN, terminal services, etc.), vendor management (email, hosting, DNS)
• An understanding of technology trends
• Experience in setting and managing IT budgets
• IT vendor contract review and negotiation
• Previous experience selling IT services
• Previous experience delivering technology and business projects. Project management experience, effective at managing time and customer expectations
• In depth knowledge and experience working in IT standards, processes and best practices including compliance & regulatory requirements, security best practices, ITSM (ITIL)
• Results driven with strong communication skills at all organizational levels – Board of Directors, Executive, Management, Individual Contributor:
• Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Valid driver’s license and reliable transportation

Position Summary:                         

The Elevate Support Technician position is a key role in providing direct support to Elevate customers.  This individual is responsible for correctly using support tools and processes to deliver outstanding, empathetic and knowledgeable support to assist and resolve issues encountered by technology users.  This individual leverages IT best practices to improve support procedures and uses innovative technology solutions to solve problems.  Additionally, this individual is responsible for technology projects including technology service provisioning/installation, new computer setup, software installations, and other projects as assigned.

Responsibilities:

• Respond to and resolve technology issues with the appropriate priority and in appropriate timeliness including, but not limited to, phone (POTS, IP phone, smartphone), computer, tablet, computer servers, network switches, network firewalls, computer wiring.
• Enter all issue information and caller information in the Elevate IT Service Management platform and create/deliver reports to Elevate staff and customer management teams on the performance of IT support.
• Report on ITSM key performance indicators such as Incident Volume, Mean-Time-To-Resolve, Problems, Changes.
• Improve customer service delivery defined in the customer IT Service Catalog through identifying gaps in current services and recognizing areas to create new services.
• Communicate transparently and authentically with all those that contact the help desk and ensure that all users are completely satisfied with the services they receive.
• Follow the communication standard that covers all IT events including project deployments and unplanned system/network outages.  Ensure supplier performance in the area of IT communications.
• Plan, design, and implement IT projects as assigned taking into account suitable levels of quality and scale; leverages suppliers appropriately in this activity.
• Manages the transition of IT projects into steady-state services by updating the customer’s IT Service Catalog and overseeing successful handoffs to suppliers.

Qualifications:

• Minimum 1 year of experience in the Information Technology processes of an organization.
• Preferred minimum of 6 months of multi-unit technology operations and distributed infrastructure/distributed user support or similar/related technical environments.
• Experience with Microsoft Office applications required.
• Experience with Microsoft Windows operating environments and troubleshooting of Microsoft Windows 7, 8, and 10 required.
• Experience with troubleshooting computer hardware configurations required.
• Experience with technology solutions provided by Vonage, Fortigate, Lenovo, CDW preferred
• Experience with POS software applications preferred.
• Familiarity with ticketing systems required. Experience with Autotask and Webroot preferred.
• Experience with ITSM and ITIL preferred; ITIL Foundation certification preferred.
• Bachelor degree preferred.
• Good communication and good writing skills

Position Summary:                       

Elevate Services Group is seeking an experienced Systems Engineer to take point on designing and implementing technical systems to our clients.  This individual will be responsible for acting in the capacity of a Sales Engineer as well as a Systems Engineer to our existing portfolio of client.  This role will be critical in designing and deploying solutions to fit the diverse needs of our clients and working with the Service Delivery team to ensure optimal supportability.

Responsibilities:

• Work to architect and design functional solutions that meet both the client’s requirements and our point of view towards an infrastructure-less environment
• Lead and drive the design, configuration, and deployment of Azure, AWS, or other cloud servers and services.
• Configure and install software, servers, routers and other network devices to support Client environments
• Act as a Tier 3 escalation for the Elevate Service Desk and communicate with the Service Delivery team when a design flaw has been identified that needs to be addressed throw a work order.
• Mentor team members on technical issues both through tickets and side by side discussions
• Communicate with end users when appropriate to either resolve issues or assist through the implementation of a project.
• Maintain complete technical documentation of client environments and ensure documentation is updated as client environments are modified.

• Assist with OS updates, upgrades, and patches on endpoints deployed into client environments

Qualifications

• Experience with cloud management platforms, e.g. Azure, AWS, Google Cloud, certification preferred.
• Experience architecting and implementing cloud environments for security, performance, and cloud-based operational efficiency.
• Experience with Microsoft Windows server operating environments and troubleshooting of Microsoft Windows Server 2012 and 2016 required.
• Experience with Linux operating systems environments and troubleshooting of Linux preferred.
• Experience administering Active Directory, Group Policies, Cloud Infrastructure, DNS, windows clustering preferred.

• Bachelor of Science degree (preferably Computer Engineering or Information Systems) or equivalent experience
• Organizational and time management skills to prioritize workloads to meet time sensitive deadlines.
• Experience with the following:

• • Migration of Active Directory and Exchange environments
  • Understanding of entire Microsoft Office 365 suite product and solutions
  • Building PowerShell scripts

Position Summary:                         

The Elevate Professional Services Coordinator is passionate about serving customers across multiple operational functions through superior service delivery. This individual works closely with Strategic Services Directors to design and coordinate client projects and deliver accurate and complete proposals for clients. Upon client acceptance of proposals, this individual will collaborate with the Professional Services and the Operations team to build highly successful project plans and drive those projects to completion, including successful incorporation within company SOPs to ensure high client satisfaction.

Responsibilities:

• Creating, maintaining and monitoring project plans, project schedules, work hours, budgets and project economics.
• Organizing, leading and participating in client stakeholder meetings.
• Documenting and following up on important actions and decisions from meetings.
• Preparing materials for meetings, e.g. presentations, reports and other project related artifacts.
• Driving project milestones and ensuring project deadlines are met.
• Providing administrative support, as needed.
• Undertaking project tasks as required.
• Developing project strategies.
• Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project.
• Assess project risks and issues and provide solutions, where applicable.
• Ensure stakeholder views are managed towards the best solution.
• Chair and facilitate meetings where appropriate and distribute minutes to all project team members.
• Create a project management calendar for fulfilling each goal and objective.
• Develop training curriculum for the Operations Services team to improve technical competency and provide maximum client support and management.

Qualifications:

• Bachelor’s degree in business or related field of study.
• Three years’ experience in related field.
• Exceptional verbal, written and presentation skills.
• Ability to work effectively both independently and as part of a team.
• Experience using computers for a variety of tasks.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• Competency with Cloud Productivity stacks and systems with an emphasis on Office365 and Azure.
• Knowledge file management, transcription, and other administrative procedures.
• Ability to work on tight deadlines.
• Organized and disciplined. Must be able to organize your own tasks and deadlines as well as help others do so.  Meeting deadlines & client responsiveness is a must.

Characteristics & Specifications of our Office Manager:

We are seeking an experienced Office Manager with a strong focus on Contract Management, Procurement, and Billing, to lead and optimize our core operational functions. This crucial position demands a detail-oriented and adaptable professional, adept in managing sophisticated procurement and billing cycles, as well as overseeing comprehensive contract management processes. The Office Manager at Elevate will be pivotal in ensuring efficient financial and operational workflows, particularly by spearheading the procurement of goods and services and overseeing accurate and timely billing processes. Alongside these core responsibilities, this role also encompasses general administrative and HR-related duties, maintaining the seamless day-to-day operation of Elevate’s office environment. The position enjoys a wide variety of responsibilities; however, the primary responsibilities are as follows:

Responsibilities

Contract management

• Managing contracts: MSA, SOW, renewals.
• Tracking license, contract, and support renewals.
• Reconcile users against contracts.

Procurement

• Initiating orders for hardware, licensing and support and verify pricing.
• Tracking orders to ensure fulfillment and delivery.
• Managing client licenses and hardware (asset management).
• Ensure proper invoicing to clients.
• Reconcile invoicing against orders and fulfillment.

Finance and accounting

• Maintain current chart of accounts.
• Invoicing clients on seats, hardware, SaaS, licensing, projects, services.
• Ensuring hardware and licensing orders are tracked and accounted for correctly in financial statements.
• Ensure proper categorization and accounting of expenses.
• Payroll management and benefits administration.
• Setup and payments to vendors/IC’s. Vendor reconciliation purchases against invoicing.
• Create invoices monthly or as needed and ensure invoices and expenses are categorized properly in the chart of accounts.
• Managing A/R and collections.
• Month end reconciliation and financial statements.
• Monthly financial analysis.
• Quarterly tax filings.
• Healthcare audit.
• ERC, loans

Projects

• Track project income and costs.
• Analyze project performance against SOW.

Human resources

• Onboarding new hires.
• Perform recruiting as needed.

Administration

• Perform administrative functions including events, scheduling, generating quotes.
• Other projects as assigned.

Key Performance Metrics for Office Manager (examples):

Contract Management

• License and Contract Compliance: Accuracy in reconciling users against contracts.
• MSA and SOW Management Effectiveness: Efficiency in managing master service agreements (MSAs) and statements of work (SOWs).

Procurement

• Accuracy Rate in Order Initiation: Percentage of orders correctly initiated with accurate pricing.
• Order Fulfillment Rate: Percentage of orders fulfilled on time.
• Asset Management Efficiency: Accuracy in tracking and managing client licenses and hardware.
• Invoicing Accuracy: Correctness of invoicing to clients, including appropriate markup pricing.
• Reconciliation Accuracy: Accuracy in reconciling invoices against orders and fulfillment.

Finance and Accounting

• Account Accuracy: Accuracy in maintaining the chart of accounts.
• Expense Categorization Accuracy: Correctness in categorizing and accounting for expenses.
• Financial Statement Accuracy: Correctness of financial statements.
• Payroll Management Efficiency: Timeliness and accuracy of payroll and benefits administration.
• Vendor Payment Accuracy: Accuracy in vendor payment and reconciliation.
• Invoice Management Efficiency: Timeliness and correctness in creating and categorizing invoices.
• Accounts Receivable Efficiency: Effectiveness in managing accounts receivable and collections.
• Monthly and Quarterly Reporting Accuracy: Correctness of month-end reconciliations, financial statements, and tax filings.
• Compliance Rate in Audits: Success rate in healthcare audits and other compliance checks.

Projects

• Performance Analysis Accuracy: Accuracy in analyzing project performance against the Statement of Work (SOW).

Human Resources

• Onboarding Efficiency: Effectiveness and timeliness of onboarding new hires.
• Recruitment Efficiency: Success rate and timeliness in fulfilling recruiting needs.

Administration

• Administrative Task Efficiency: Effectiveness in performing administrative tasks such as event planning, scheduling, and quote generation.
• Project Management Success: Success rate in managing and completing assigned projects.

Qualifications (Preferred):

• Several years of experience in basic accounting, office management, administrative work, or a related field.
• Experience in finance and accounting practices, including invoicing.
• Familiarity with contract and project management, including tracking project income and costs, and managing contracts.
• Prior experience in procurement, including order initiation, tracking, and asset management.
• Experience in human resources processes like onboarding and recruiting.
• Proficiency in office software (e.g., Microsoft Office Suite, specifically Excel), accounting software (e.g., QuickBooks), and other professional service tools and systems.
• Strong organizational and multitasking abilities.
• Good communication skills, both written and verbal.
• Adaptability to changing environments and requirements.
• Ability to work independently and collaboratively.
• Proactive approach to identifying and resolving issues.
• Ability to handle confidential information with discretion.
• Attention to detail and a high level of accuracy.
• Managed Services/IT Services business domain knowledge a plus.
• Certifications such as Certified Office Manager (COM), or similar credentials can be advantageous.

If you meet these criteria answer the following questions in your cover letter:

• How would you define success in this role?
• Tell me about your administration process?
• What’s your superpower?