IT Service Delivery Manager

3 weeks ago

Valley Park, Missouri, United States Loffler Companies, Inc. Full time
Job Description

Are you ready to lead a team to deliver exceptional service and take charge of an essential role? Our company is seeking a dynamic and customer-focused individual to step into the position of Supervisor IT Managed Services. As a key player in managing and monitoring Service Boards, you'll ensure prompt resolutions, zero stale tickets, and unmatched client satisfaction. Your supervisory skills will shine as you mentor and support our dedicated IT Services Engineers, guiding them towards service excellence and technical prowess. Join us in a rewarding journey where you'll have the chance to expand your expertise and contribute to cross-departmental teams, all while providing exceptional support to our valued clients. If you thrive under pressure, excel in time management, and possess strong leadership qualities, this is the perfect opportunity for you to make a significant impact.

Key Responsibilities:

  • Delivery 40%
    • Provide exceptional service to Loffler clients.
    • Manage and monitor Service Boards by leading team members to strive for zero stale tickets, minimal long-standing tickets, zero unassigned tickets, zero tickets scheduled in the past.
    • Promote awareness of client needs, priority tickets, and escalations.
    • Advise and mentor technical team on best practices, client communication, and critical thinking and problem-solving skills to support staff development and service excellence.
    • Conduct team meetings to discuss continuous improvement opportunities.
    • Schedule, prepare, and deliver recurring service reviews with client primary contacts.
    • Monitor phone/chat queue(s) and create tickets for incoming client requests.
    • Assist IT Services Engineers with scheduling.
    • Create and publish documentation in the knowledge base.
    • Communicate with clients, IT Services Engineers, and sales staff related to service activities.
    • Approach technical issues with root cause discovery and resolution in mind.
    • Escalate issues related to service and customer satisfaction to Manager.
  • Administrative 30%
    • Approve weekly time sheets and work with IT Services Engineers to ensure accuracy and completeness of time entries.
    • Process weekly and monthly invoices in a timely manner.
  • Supervisory 20%
    • Assist Manager with input for engineer's yearly reviews.
    • Provide ongoing training and support for ticketing and time entry systems.
    • Assure ticketing system has proper information and engineers' time entry for accurate and timely invoicing.
    • Mentor engineers on proper customer service delivery.
    • Assist engineers with ITSG Departmental training as well as cross-training as assigned by Manager to assure proper product coverage.
    • Monitor IT Services Engineers' utilization to ensure accuracy and completeness of time entries.
  • Leadership and Development 5%
    • Seek out opportunities to develop greater expertise in the systems and technologies that we use to manage the team.
    • Actively participate in cross-departmental teams related to process, systems, and delivery methodologies.
    • Expand knowledge of existing and future systems to ensure best practices are followed for maximum efficiency.
  • Other Management Duties 5%
    • Assist with special internal projects as needed.
    • Assist in supervising service delivery employees when other supervisors are not available.
    • Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
    • Other related duties as assigned.

Qualifications/Requirements:

  • Minimum of two days in office.
  • Valid driver's license and clean driving record required.
  • Excellent supervisory skills.
  • Strong attention to detail and follow-through skills.
  • Ability to work under pressure, multitask, and meet deadlines.
  • Demonstrate excellence in time management and organizational skills.
  • Excellent customer service skills.
  • Confident, professional phone presence.
  • Aptitude for employing creative and alternate solutions.
  • Strong negotiation skills.
  • Strong communication skills.
  • Willingness to assist teammates and effectively train and motivate them.
  • Strong team player.
  • Beginner and/or intermediate technical skills across a wide range of products within our product stack.
  • Knowledge of all aspects of Loffler services and support.

Education/Experience:

  • Associate's or bachelor's degree in IT or related technical field (i.e., Computer Science, Engineering) and/or 2-3 years IT support experience.
  • 1-2 years supervisory or technical lead experience preferred.

Supervisory Responsibilities:

  • Supervise the daily activities of assigned IT Managed Services engineer team(s).
  • Provide feedback to the engineering managers on engineer performance.
  • Manage engineer time-keeping responsibilities, including reviewing time entries and time sheets.
  • Other responsibilities as assigned.

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High energy position, dealing with clients on a daily basis.
  • Employee is regularly required to stand/sit for extended periods of time.
  • Must be able to overcome distractions and interruptions in a large, open work environment.
  • The noise level in the work environment is usually minimal.
  • Ability to lift 40 pounds.
  • Requires occasional evening and/or weekend work for both scheduled and on-call activities.

For information on the physical demands of this job, see Human Resources.

Why Work for Us?

  • Top Workplace
  • Career Advancement
  • Employer Paid Life Insurance and Disability
  • Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
  • Benefits Package including FSA, Medical, Dental, and Vision
  • 401K with Employer Match
  • Tuition Reimbursement

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