IT Service Delivery Manager (MSP)
We are a well-established, fast-growing MSP whose goal is to provide remarkable IT Support & Services to our client base by positioning a team of knowledgeable, creative, collaborative, and articulate professionals within easy reach of the average small or medium size business.
This position currently reports directly to the Director of Technology and is ultimately responsible for establishing a good rapport with the clients, ensuring reactive support delivery for end users per our Service Level Agreements and ensuring the entire Service Desk Team is meeting their individual and team objectives.
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- $120,000
- Health, Dental, Vision
- Cell Phone Stipend
- Generous PTO/Holidays
- 401k + 4% match
