Service Delivery Manager – Managed Services (MSP)
We like to think of ourselves as a poster company for employee-centric driven success. We provide technology services and support built for finance and business professionals. The key to our success is building a team of diverse individuals who can come into a fast pace environment and thrive in a transparent and open-door style community. We dedicate our resources to the employees with individualized training and robust benefits. The goal is to provide the employees with the support needed to focus on growth and education.
We are seeking a full-time employee as a Service Delivery Manager.
In your role, you will be charged with providing technical and managerial leadership to our First Response Group. You will act as the primary manager of the group to ensure the proper handling of service delivery and management of day-to-day client issues. Apart from your technical role, you will work with management to mature and develop the leadership structure and systems of the organization.
The ideal Service Delivery Manager will be self-motivated, thorough, have strong collaboration, communication and documentation skills. You should have experience with and be comfortable working as part of a technical team and possess a desire to work with management to help mature our processes and grow our firm.
Responsibilities:
· Help lead and prioritize the support team’s workload
· Act as resource to the rest of the team for rapid decisions and direction. Help to coordinate escalations.
· Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and help improve those processes
· Regularly monitor team performance and report on metrics. Participate in efforts to drive the improvement of First Response Group performance with respect to service levels and support activities (e.g. manage dashboards, SLA’s, KPI’s. risks/issues)
· Act as a liaison to clients around service delivery issues
· Regularly review opportunities for team training and provide team members with coaching. Listen to team members’ feedback and resolve any issues or conflicts
· Suggest and organize team-building activities
· Manage the support expectations of our clients via phone, email, remote login and/or on-site as necessary via pro-active and reactive visits
· Ensure the team follows established procedures for routine work like creating new users, configuring laptops, and setting up workstations
· Ensure the prompt and thorough documentation of all work by the team via our ticketing system
· Ensure the consistency of our documentation efforts. Assist the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.
Requirements:
· Incredible sense of pride and passion for what you do and a desire to help your teammates
· Minimum 3 years experience working for a Managed Service Provider (MSP) or in IT roles demonstrating excellent customer service and support
· Demonstrable experience both managing and working as part of an MSP team
· Experience with creating and updating SOPs (Standard Operating Procedures)
· Experience with building and mentoring a team
· Experience with compiling service related data and reporting for review (SLA metrics and other KPI’s)
· Experience managing an issue or ticket tracking system and RMM tools
· Strong communication (written & verbal) and customer service skills
· Ability to learn new technologies and systems quickly)
· Ability to work through issues methodically)
· Ability & willingness to properly document processes and assets
Good to have:
· Expert level end-user and desktop support skills
· Experience and knowledge of Office 365 management
· Experience and knowledge of popular business cloud-based services
· Experience in virus and malware remediation
· Experience and knowledge of Active Directory & Azure AD administration
· Experience with policy management (Group Policy & Intune)
· Intermediate level server and networking skills· Experience using PowerShell & scripting
· Familiarity and understanding of ITIL Best Practices
Benefits:
· Competitive salary – Range 110k-140k (depending on experience)
· Paid time off
· Medical insurance
· Dental and vision insurance
· 401k plan
· FSA account options
· Long-term disability insurance
· Commuter benefit plans
