Service Delivery Manager (MSP) 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.
Service Delivery Manager (MSP) Salary + Benefits:
- $120,000 – $130,00 + Bonuses
- Health, Dental, and Vision Insurance
- Life & Disability Insurance
- 401(k) with 3% match
- PTO + Flexible Scheduling
- Paid Trainings
- Certification Reimbursement
