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IT Service Delivery Manager

3 months ago

Jersey City, United States It By Design Full time

_**JOB OVERVIEW**:_

The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.
- **MUST HAVES**:_
- Knowledge and experience in cross-functional management methods and techniques.
- Strong organizational, presentation, and customer service skills.
- Skill in strategic planning with an ability to think ahead and plan over a 6 - 12 months’ time span.
- Skill in planning and preparing written communications.
- Skill in leading people and getting results with a strong customer orientation.
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Ability to work in a team and communicate effectively.
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
- **SUCCESS MEASURES / TOP KPIS**:_
- CSAT
- NPS
- Client retention
- Service Gross Margin
- Revenue growth
- Employee retention
- Employee satisfaction**RESPONSIBILITIES**:
_
- Manage the remote service team’s daily activities.
- Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
- Improve usage of IT Support resources and increase productivity of the team.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer pre
- and post-delivery issues and provide status to clients, as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
- Understand overall service desk objectives, as well as the role and function of each team member.
- Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
- Assist the remote service team in design and development tasks.
- Mentor remote service team during technical escalations.
- Drive problem investigations and resolution as required.
- Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
- Design and maintain process documentation for the remote service team.
- Manage the process of implementing change efficiently and effectively.
- **ADDITIONAL DUTIES & RESPONSIBILITIES**:_
- Identify areas for improvement and make constructive suggestions for change.
- Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
- Escalate remote service desk issues to the VP of Service Delivery as required.
- Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
- Involvement in the design and building of new services.
- Conduct performance evaluations and mentor those with less experience.
- Develop training programs to develop and refine the skills of the remote service desk team.
- Facilitate regular remote service team meetings and service board reviews.
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses in ConnectWise as it occurs.
- Review and approve the remote service team’s time and expenses sheets in ConnectWise.
- Enter all work as activities, service tickets, or project tickets into ConnectWise.
- Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

**Job Types**: Full-time, Permanent

Pay: $100,000.00 - $110,000.00 per year

**Benefits**:

- Dental insurance
- Health insurance
- Professional development assistance
- Vision insurance

Experience level:

- 10 years
- 11+ years
- 5 years
- 6 years
- 7 years
- 8 years
- 9 years

Application Question(s):

- Do you have experience working as a Managed services Provider?

Ability to Commute:

- Jersey City, NJ 07302 (r