IT Service Delivery Director

4 days ago

Naples, Florida, United States TeamLogic IT, NaplesSarasota, FL Full time
Service Desk Manager Job Opportunity at TeamLogic IT

We are seeking an experienced Service Desk Manager to join our team at TeamLogic IT in Naples/Sarasota, FL. This is a fantastic opportunity for someone who wants to take their career to the next level and work with a dynamic team of professionals.

Job Summary:

The Service Desk Manager will be responsible for overseeing all Service Desk staff and ensuring that end users receive the highest level of assistance. This includes managing processes and procedures related to incident identification, prioritization, and resolution, as well as monitoring, tracking, and coordinating all Service Desk functions.

Key Responsibilities:

  • Effectively manage team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out.
  • Displays extensive working knowledge of industry standards and practices, including product details and company services offered.
  • Assists with or performs administrative tasks.
  • Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations.
  • Resolves service desk problems and improves current service desk methods to increase productivity and customer service.
  • Monitors department issues and client complaints to define patterns and work to lessen those recurring issues.
  • Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly.
  • Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
  • Analyze performance of all operational activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.
  • Plan and conduct performance appraisals of staff, administer disciplinary action, raises, bonuses, and promotions when necessary.
  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
  • Manage the processing of incoming calls to the Service Desk via both telephone and email to ensure courteous, timely, and effective resolution of end-user issues.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends for incidents/requests and generate statistical reports.
  • Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides, and FAQs for end-users.
  • Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
  • Oversee the development, implementation, and administration of service desk staff training procedures and policies.
  • Train, coach, and mentor Service Desk Technicians and other staff.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Establish good relationships with all departments and colleagues.
  • Ensure company safety and security standards are met.

Requirements:

  • College diploma or university degree in the field of Computer Science and/or 4 years equivalent work experience.
  • Minimum of 2 years management experience.
  • Exceptional written and oral communication skills.
  • Experience with desktop operating systems including Windows 7, Windows 10, and Mac OS.
  • Experience with server operating systems including Server 2008, Server 2012, Server 2016 is a plus.
  • Familiarity with the advanced principles of ITIL.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Demonstrated progressive experience in the management of a technical support team.
  • NinjaOne RMM and Autotask PSA Experience a plus.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Good problem-solving skills.
  • Excellent customer service skills.
  • Highly self-motivated and directed.
  • Team-oriented and skilled in working within a collaborative environment.

Salary Range:

$65,000 - $85,000 per year, depending on experience.

About Us:

TeamLogic IT is a leading provider of managed IT services in Naples/Sarasota, FL. We are committed to delivering exceptional service to our clients and creating a positive work environment for our employees.

  • Director of Rehabilitation Services

    2 days ago

    Naples, Florida, United States Step Up Rehab Naples Full time

    Director of Rehab Job DescriptionStep Up Rehab North Naples is seeking a dedicated and experienced Director of Rehab to oversee our therapy department and lead our commitment to exceptional patient care. This is an exciting opportunity for a skilled and compassionate professional to join our dynamic team and make a meaningful impact in the lives of our...

  • Package Delivery Assistant

    6 days ago

    Naples, Florida, United States United Parcel Service Full time

    Job SummaryThis is a seasonal opportunity to work as a Package Delivery Assistant with United Parcel Service. As a key member of our team, you will ride along with a Package Delivery Driver and help make deliveries to customers across the area.The role requires flexibility and strong communication skills to ensure seamless delivery experiences. You will work...

  • Package Delivery Assistant

    5 days ago

    Naples, Florida, United States United Parcel Service Full time

    Job SummaryThe United Parcel Service is seeking a skilled Package Delivery Assistant to join their team. As a key member of our operations, you will play a vital role in ensuring the smooth delivery of packages to customers across the country.About UsAt UPS, we pride ourselves on being a leader in the logistics industry. With a strong focus on customer...

  • Executive Entertainment Director

    6 days ago

    Naples, Florida, United States Bowland, HeadPinz & FastTrax Full time

    At Bowland, HeadPinz & FastTrax, we're seeking an exceptional Executive Entertainment Director to lead our team. This role requires a proven leader with a passion for delivering memorable guest experiences and empowering team success.About the RoleWe estimate the salary for this position to be around $85,000 - $110,000 per year, depending on experience and...

  • Center Director in Training Specialist

    1 day ago

    Naples, Florida, United States Mathnasium, The Math Learning Center Full time

    Job OverviewMathnasium, The Math Learning Center is seeking a highly motivated and dedicated individual to join our team as a Center Director in Training. This role provides an exceptional opportunity for career growth and development in a dynamic and entrepreneurial environment.We are the #1 Mathnasium Franchisee in the United States, with over 70 locations...

  • Nurse Director for Cardiac and Orthopedic Services

    1 day ago

    Naples, Florida, United States Community Health System Full time

    Job OverviewWe are seeking an experienced Nurse Director to lead our cardiac and orthopedic programs at Community Health System. This is an exciting opportunity for a skilled professional to join our team in beautiful Naples, FL.

  • Medical Director

    7 days ago

    Naples, Florida, United States FCS - Psychiatric Recruitment Full time

    About FCS - Psychiatric Recruitment">FCS - Psychiatric Recruitment is a leading recruitment agency specializing in psychiatry jobs. We connect top psychiatric talent with the best healthcare facilities nationwide.">Job Title: Medical Director - Adult Psychiatry">We are currently seeking a highly skilled and experienced Adult Psychiatrist to join our team as...

  • Operational Director

    6 days ago

    Naples, Florida, United States Bowland, HeadPinz & FastTrax Full time

    Job OverviewHeadPinz, a leading entertainment center within Bowland, HeadPinz & FastTrax, seeks an exceptional Operational Director to spearhead daily operations and inspire a high-performing team. This leadership role demands adaptability, vision, and a passion for operational excellence.Estimated Salary Range$65,000 - $85,000 per annum, depending on...

  • Medical Director Opportunity in Naples, FL Position

    3 weeks ago

    Naples, Florida, United States NCH Healthcare System, Inc. Full time

    NCH Healthcare System, Inc. is seeking an experienced physician leader to serve as its first Medical Director of Moorings Park Communities. This prestigious role will involve coordinating services across Moorings Park through leadership and communication, ensuring the highest standards of resident care.Key Responsibilities:Leading a team of healthcare...

  • Nurse Director Med-Surg Telemetry Specialist

    4 days ago

    Naples, Florida, United States Physicians Regional Healthcare System - Collier Full time

    Exciting opportunity for a seasoned Nurse Director to join our dynamic team at Physicians Regional Healthcare System - Collier.We are seeking an experienced and compassionate leader to oversee the daily operations of our Med-Surg Telemetry department. If you have a passion for delivering high-quality patient care and mentoring nursing staff, we encourage you...

  • Dining Services Director

    6 days ago

    Naples, Florida, United States Siena Lakes by Erickson Senior Living Full time

    About UsSiena Lakes by Erickson Senior Living is a vibrant continuing care retirement community located in the heart of North Naples, Florida. We are part of a growing national network of communities managed by Erickson Senior Living, one of the country's largest and most respected providers of senior living and health care.Job OverviewWe are seeking an...

  • Medical Director for Hospitalist Service in Naples, FL

    7 days ago

    Naples, Florida, United States Healthwaze Full time

    About HealthwazeHealthwaze is a premier hospitalist practice based in the beautiful city of Naples, Florida.Job SummaryWe are seeking an experienced and highly skilled Medical Director to lead our hospitalist service. As a key member of our team, you will be responsible for overseeing the daily operations of our hospitalist program, ensuring high-quality...

  • Event Operations Director for Conference Services

    6 days ago

    Naples, Florida, United States Pyramid Global Hospitality Full time

    Company Overview:Naples Grande Beach Resort, a prestigious property in the Pyramid Global Hospitality portfolio, is dedicated to providing exceptional service and creating memorable experiences for our guests.We pride ourselves on being a dynamic and supportive environment, surrounded by stunning views of the Gulf of Mexico and lush tropical landscapes.The...

  • Part Time Package Delivery Specialist

    5 days ago

    Naples, Florida, United States United Parcel Service Inc. Full time

    Delivering Packages with PrideAs a Seasonal Support Driver at United Parcel Service Inc., you will be responsible for delivering packages throughout your community, connecting with customers along the way while driving your own vehicle. This is a friendly, physically active crew who enjoy fast-paced work, being outdoors, and being behind the wheel.This...

  • Program Director for Children's Fitness

    2 days ago

    Naples, Florida, United States The Little Gym of Naples Full time

    Job OverviewThe Little Gym of Naples is seeking a highly motivated and enthusiastic Program Director for our Children's Fitness Programs.Company OverviewWith over 300 locations worldwide, The Little Gym is the premier enrichment and physical development center for kids aged 4 months to 12 years. For over four decades, we've helped millions of children...

  • Pharmaceutical Operations Director

    6 days ago

    Naples, Florida, United States Walgreens Full time

    OverviewAt Walgreens, we are seeking a highly skilled and experienced Pharmaceutical Operations Director to join our team. This key leadership role is responsible for overseeing the daily operations of our stores, ensuring exceptional customer service, and driving business growth.

  • Medical Director RN Medsurg Position in Naples FL

    6 days ago

    Naples, Florida, United States Pine Ridge Physicians Regional Health System Full time

    Pine Ridge Physicians Regional Health System is seeking a highly skilled and experienced Medical Director RN Medsurg to join our team in Naples, FL. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our Medsurg department and ensuring the delivery of high-quality patient care.About the RoleThis is an...

  • Medical Director

    7 days ago

    Naples, Florida, United States Sterling Physician Recruiters Llc Full time

    Role SummarySeeking a highly skilled Physician Leader to join our team as a Core Faculty member in the Internal Medicine Residency Program. This is an excellent opportunity to work closely with the Program Director and Associate Program Director in developing and implementing resident evaluation systems. The ideal candidate will serve as a role model of...

  • Community Director

    4 days ago

    Naples, Florida, United States Peak Living Full time

    Job OverviewPeak Living is seeking a seasoned professional to fill the role of Community Director. The successful candidate will oversee all aspects of community operations, ensuring seamless execution and optimal results.As a Community Director with Peak Living, you will be responsible for supervising a team of community associates and ensuring that the...

  • Medical Director

    6 days ago

    Naples, Florida, United States Millennium Physician Group Full time

    About the RoleMillennium Physician Group is seeking a highly skilled Medical Director to lead our team of primary care specialists. As a key member of our leadership team, you will be responsible for driving clinical excellence and ensuring the highest quality patient care.The ideal candidate will have a strong background in primary care medicine, excellent...