Job Description

Location : Hybrid, Downtown Phoenix, AZ

Type : Full-Time

Compensation : $85,000 - $110,000 per year

WHO WE ARE 

Stellar Technologies is a rapidly growing technology services company specializing in custom cloud hosting, cutting-edge cybersecurity, dedicated managed IT services, and expert infrastructure consulting. As an engineer-led organization serving a wide range of industries, Stellar is the ideal place to grow your career and make a lasting impact.

ABOUT THE JOB 

At Stellar, our support team is the engine that powers our success. We’re looking for an experienced leader who can elevate our team to new heights, helping us deliver unparalleled customer service and technological excellence. Reporting directly to the Chief Technology Officer, you will be entrusted with leading a dynamic team, driving impactful initiatives, and contributing to Stellar’s continued success. In this role, you’ll be the catalyst that ensures service requests are swiftly addressed, and that your team operates with a spirit of collaboration, innovation, and excellence.

We are seeking a seasoned leader with at least 5 years of experience in people and process management, who is passionate about technology and customer satisfaction, and has a proven track record of leading high-performing support teams. If you thrive in a fast-paced environment, have an innate ability to mentor and inspire others, and are committed to continuous improvement, this is the opportunity to take your career to the next level.

OUR COMPANY CULTURE

At Stellar, we pride ourselves on our team-oriented environment where every voice is heard, and collaboration is the key to our success. We are committed to maintaining a fun culture that values a work-life balance and celebrates our achievements as a team. As a Best Places to Work winner by the Phoenix Business Journal, we know how to keep things exciting, with regular company and team events to strengthen our bonds. If you’re looking for a place where you can grow professionally and have fun while doing it, Stellar is the right fit for you.

KEY ROLES & RESPONSIBILITIES 

o Stellar Customer Service : Lead by example to deliver exceptional, customer-first service aligned with Stellar's core values, ensuring that each customer interaction reflects our commitment to excellence.

o Win as a Team : Distribute tasks and manage schedules for the support team while fostering a positive and inclusive work culture. Collaborate closely with cross-functional teams to achieve company-wide goals.

o Do What’s Right : Work with Stellar’s leadership to develop, refine, and enforce policies that prioritize customer success, security, and service excellence.

o Excellence in Execution : Oversee critical support systems, including Case Management, Remote Monitoring & Management, Incident Response, and phone system/queue management, ensuring seamless operations and quick resolution of issues.

o Mastery & Mentorship : Cultivate an environment of continuous learning by guiding team members in both technical expertise and personal growth. Establish robust onboarding processes and training plans that ensure all team members have the tools to succeed.

o Customer Engagement and Retention : Build strong, trust-based relationships with customer IT stakeholders, becoming their go-to advisor for all technical matters. Lead quarterly Technology Business Reviews to inform and guide customers’ IT strategies.

o Operational Oversight : Develop and implement processes to streamline customer onboarding, minimize risk, and reduce reactive support time. Establish and track key performance metrics (KPIs) to measure team success from both a leadership and customer perspective.

EXPERIENCE & REQUIREMENTS 

We are looking for a seasoned technical leader who has at least 5 years of experience in people and process management and has excelled in hands-on support roles. Experience working for a Managed Services Provider (MSP) is highly desirable but not required.

We value strong communication skills – both written and verbal – as this role requires clear, concise, and effective communication with customers, leadership, and your team. You should be comfortable handling challenging or high-pressure situations, maintaining a calm and solutions-oriented approach in times of crisis.

In addition, you should be proficient in creating customer-facing documents, reports, and presentations, and able to explain complex technical information in an easy-to-understand manner.

This role involves some travel (approximately 25%, or 5 days per month), as you’ll engage with customers across the U.S. and U.S. territories.

WORK SCHEDULE AND SHIFT

This role follows a Monday to Friday schedule. To foster team collaboration and maintain strong customer relationships, you will be required to work in-office three days a week. Flexibility may be needed during critical support situations, but we aim to maintain a healthy work-life balance for all team members.

BENEFITS 

We care about our people. At Stellar, we offer: 

o 100% employer-paid medical insurance 

o 100% employer-paid dental & vision insurance 

o 4 Weeks PTO/vacation per year starting on day one 

o 401(k) with employer matching after 1 year

o Training budget 

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