IT Service Delivery Manager

1 week ago


Phoenix, Arizona, United States Cavco Industries, Inc. Full time
About the Role

Cavco Industries, Inc. is seeking a highly skilled IT Service Delivery Manager to join our team. As a key member of our IT department, you will be responsible for managing and supporting computer hardware and Windows OS, including imaging, software installation, and deploying to end users.

Key Responsibilities
  • Manage service requests, incident, and problem management.
  • Coordinate complex support issues and serve as an escalation point.
  • Enhance portal/email/phone/ticket escalation processes.
  • Manage migration from legacy on-prem AD to Azure Active Directory.
  • Drive automation and efficiency initiatives.
  • Develop and empower the team to enhance end-user experiences.
  • Utilize service management data for continuous improvement.
  • Monitor ticket queue and KPI adherence.
  • Oversee Knowledge Management repository for quality solutions.
  • Monitor vendor relationships and contract management.
  • Drive continuous improvement for the Service Desk.
  • Manage budget adherence and operational efficiency.
  • Lead incident management to resolve critical incidents.
Requirements
  • Bachelor's degree with extensive Service desk experience; 5+ years in a management role (or equivalent).
  • HDI or SDI certification.
  • Preferred: ITIL experience/certification.
  • 5+ years in technical leadership with Directory Services, including on-prem and Azure Active Directory.
  • Experience with Role-based Access and Identity Management.
  • 5+ years leading teams with expertise in O365 Collaboration Services.
  • 5+ years of ITSM platform experience (ServiceNow, ZenDesk, or other help desk ticketing systems).
  • 5+ years leading End User Services teams.
  • Excellent communication skills.
  • Proficiency in patch management, Windows OS updates, and vulnerability management.
  • Customer service, inventory control, and asset management experience.
  • Hardware troubleshooting, Office 365, networking technologies, Windows 10 support.
  • Experience with operational support of voice/phone systems.
  • Experience with remote control software for PC desktop support.
  • Strong troubleshooting and problem-solving skills.
  • Ability to prioritize tasks and work on rotational on-call after hours and weekends.


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