Service Delivery Manager

Job Summary

Managing a team of technical resources, the full-time Service Delivery Manager will oversee remote support for clients, ensuring performance goals are met and premium service is delivered while adhering to established policies and procedures.

Key responsibilities

• Lead and mentor service coordinators and technicians, managing team performance to meet departmental KPIs
• Collaborate with the Customer Experience team to address service quality concerns and implement improvement plans
• Continuously evaluate and enhance service desk processes, procedures, and tools for operational excellence

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience
• Preferred certifications include Microsoft MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, Security+
• 6+ years of experience in IT operations
• 2+ years of leadership or supervisory experience
• Familiarity with ITIL concepts is preferred