MSP Help Desk/Escalation Manager

1 week ago

Columbia, United States Level One Personnel Full time
Job DescriptionJob Description

Title: Service Delivery Manager
Location: Columbia, MD (onsite) Some travel to client sites may be needed
Pay: $120,000 - $150,000/annually DOE
Type: Direct Hire
Hours: FT, 40 /week

The Service Delivery Manager is a leadership and management position focused on the strategy,
execution, and delivery of Managed Services Support and Centralized Services Teams. This position is responsible for the leadership, management, and accountability of Support Desk, Deployment, and Escalations Team operations. The Service Delivery Manager must define team rocks/goals, monitoring support activity, define and report metrics, and work with internal teams and managers to address critical service and support issues.

The service delivery manager is responsible for the performance and evaluation process for all direct reports. Meeting/coaching with direct reports on a 90 day cadence and holding weekly L10 team lead meetings.

The Service Delivery Manager is responsible for the tracking and achievement of the following key metrics related to Managed Services Support:

  • Overall Customer Initiated Incidents
  • Customer Satisfaction (CSAT): 98%
  • Client Churn
  • Labor Loaded Gross Margin
  • Support Revenue per Technician
  • Ticket/Tech Workload Metrics
  • SLA/SLO Metrics


Service Delivery Manager is responsible for the functional configuration and administration of the following systems:

  • ConnectWise Manage (Service Module)
  • ConnectWise Manage (User Roles / Security)
  • ConnectWise Manage (Streamline)
  • ConnectWise Automate (User Roles / Security)
  • IT Glue (User Roles / Security / Integrations)


The service delivery manager’s direct reports include team leads for service desk, deployment, and escalations functions. The service team leads are responsible for tracking the following metrics:

  • Service Leads are responsible for daily incident response and triage
  • Ticket Kill Rate
  • Average Age of ticket
  • Tickets per Tech
  • Time to Response


The Service Manager monitors support ticket tends, identifies, and escalated critical issues, coordinates critical incident response. The Service Delivery Manager must advance the capabilities of the support teams by implementing and monitoring process, training, tools, and key support and service practices. The service manager stays up to date with industry trends, standards, and technical capabilities through annual training both technical and managerial. Participation in an
industry peer group and conference/CE event is strongly encouraged. The service delivery manager works to evaluate tools and techniques to improve service delivery and efficiency.

Requirements:

  • Ability to Pass a Background Check
  • Bachelor’s degree
  • 7-10 Years of experience working in the MSP Industry with proven track record of working on the service desk, managing service desk, and managing service desk leads/managers.
  • Experience building and maintaining a top tier service delivery function for an organization.
  • Must have management experience overseeing a department.
  • Must be able to effectively communicate in specific terms about technologies and processes used within the industry, including a strong knowledge and understanding of Microsoft Best Practices, ITSM, ITIL, process design, EOS and other industry standards.
  • Knowledge, Skills and Abilities: The Service Delivery Manager must posses an understanding of standard support protocols in relation to the support of standard network equipment, firewalls, servers, wireless, and peripherals.
  • Knowledgeable in standard technology infrastructure protocols (SSL/TLS. DNS, DHCP, WINS, NTP, FTP, HTTP. SMTP, CIFS, LDAP and Microsoft AD) and an understanding of how to support these applications / protocols is required.
  • Must be able to handle difficult and complex client and work-related situations; and maintain employee confidentiality.
  • Candidates must possess strong problem solving, conflict resolution, and interpersonal skills. They must be self-driven and possess a positive mental attitude.
  • The Service Delivery Manager establishes and builds relationships with clients. Applies knowledge to the business and provides personalized, value-added service. Demonstrates willingness to
  • meet or exceed needs of clients by pursuing improved courses of action; delivers products and services that best serve client needs; uses client feedback as a basis for improving service and performs necessary follow-up work without being prompted.
  • The Service Delivery Manager creates commitment to common goals; identifies competing interests and finds ways to balance them; values contributions of all team members and other
  • constituencies; values team accomplishments over individual accomplishments; leverages others’ strengths and experiences to achieve team goals; co-operates with colleagues and shares resources.
  • Excellent written and verbal communication skills are essential, as well as effective organizational,
  • multi-tasking, and prioritization skills. Candidates must be able to read, analyze, and interpret general industry periodicals, technical procedures and governmental regulations. They must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. They must be able to effectively present information and respond to questions from clients, vendors, and employees.


Level One Personnel is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other status protected by law.
 

Company DescriptionLevel One Personnel combines state-of-the-art staffing expertise and technology with personalized service to our clients. Level One Personnel services range from traditional temporary placement to partnering with companies to help them plan their long-term contingent workforce needs. As a small agency, we are able to focus our attention on our client’s specific needs and provide the absolute best candidates and customer service available in the industry.

Level One Personnel aggressively recruits, screens and tests applicants to ensure that only qualified candidates are provided to our clients. We pride ourselves on establishing on-going relationships with our candidates and our clients, allowing us to find the best fit for long-term career satisfaction. By matching the right person with the right job, Level One ensures a win-win situation for business clients and employees.Company DescriptionLevel One Personnel combines state-of-the-art staffing expertise and technology with personalized service to our clients. Level One Personnel services range from traditional temporary placement to partnering with companies to help them plan their long-term contingent workforce needs. As a small agency, we are able to focus our attention on our client’s specific needs and provide the absolute best candidates and customer service available in the industry.\r
\r
Level One Personnel aggressively recruits, screens and tests applicants to ensure that only qualified candidates are provided to our clients. We pride ourselves on establishing on-going relationships with our candidates and our clients, allowing us to find the best fit for long-term career satisfaction. By matching the right person with the right job, Level One ensures a win-win situation for business clients and employees.

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