Service Delivery Manager & Technical Service Manager (MSP) Experience:
- 4+ Years of Team Lead/Management/MSP experience Required
- Measure utilization across the service team.
- Possess business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Ensure that all customer documentation in ConnectWise is kept up to date.
- Works closely with the account manager(s) to communicate and resolve significant or re-occurring service issues
- Identifies opportunities for service delivery improvement and effectively implements changes
- Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
- Assist with administering the remote monitoring and management system to ensure consistency and accurate reporting of client devices
- Builds and maintains relationships with clients and key personnel
- Excellent communication skills related to Customer Service.
- Reviews all Customer Satisfaction Scores, shares positive experiences with the team, and resolves negative experiences through direct contact with the client
- A strong focus on balancing customers’ needs with adherence to operational processes.
- A history of developing new processes, recommending improvements to existing processes, and driving yourself and others to follow defined procedures ensures quality outcomes.
- Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan.
- Strong analytical and technical problem-solving skills.
- Ability to multi-task and adapt to changes quickly
- Ability to grasp technical concepts quickly and explain them to others.
Service Delivery Manager & Technical Service Manager (MSP) Salary/ Benefits:
- Salary – $90-$115k
- 401(k) w/ company match
- Health, Dental, Vision & Life insurance
- PTO
*Actual salary of Service Delivery Manager & Technical Service Manager (MSP) to commensurate with experience*
