Service Delivery Manager

Job Summary

To support a growing service desk team, the full-time Service Delivery Manager will lead and mentor technical resources providing remote support, ensuring high-quality service delivery while meeting performance goals and collaborating with cross-functional teams.

Key responsibilities:

• Lead, mentor, and manage service coordinators and technicians to achieve departmental KPIs
• Collaborate with the Customer Experience team to address service quality concerns and implement improvements
• Continuously evaluate and enhance service desk processes and procedures for operational excellence

Required qualifications:

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