IT Service Delivery Manager (MSP) Responsibilities
- (35%) of time allocated to developing procedures, identifying areas & opportunities
to improve the Service Desk department. - (20%) of time allocated to non-billable, internal tasks and tickets.
(monitoring the ticket que, ensuring tickets are escalated to proper teams) - (15%) of time allocated to managing the Service Desk and schedules, supervising junior
staff, and informational reporting to the Director of Technology. - (15%) of time allocated to 1:1 meetings & regular communications with direct manager
and other management staff to communicate needs of Service Desk, understand other initiatives in
progress and align inter-department procedures, documentation & training needs. - (10%) of time dealing with client facing service delivery updates, issues, etc.
- (5%) Five Percent for other duties as assigned by management
IT Service Delivery Manager (MSP) Qualifications:
- Experience and understand of Windows server infrastructure including demonstrable experience with Active Directory, Windows Servers , Exchange, Office 365
- Experience defining processes and operations for Service Delivery and Professional Services
- Experience enforcing KPI’s/metrics/allocating resources
- Experience in the design, build and management of help desk implementations.
- Experience preparing technical reports on the operation of systems and provides training in system use and access.
- Worked closely with other groups to coordinate plans and activities, including coordination of specific development projects.
- Participated in the planning, implementation, and review processes for new Microsoft technologies
- Strong communication and customer service skills.
- MSCA, MCSE, MCITP or CCNA is a plus.
IT Service Delivery Manager (MSP) Benefits:
- $100,000- $130,000
- Health, Dental, Vision
- Cell Phone Stipend
- Generous PTO/Holidays
- 401k + 4% match
