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Manager, Service Delivery
Location
United States
Posted
17 days ago
Salary
0
Seniority
Senior
Job Description
Manager, Service Delivery
Integris
• Uphold and promote Integris core values in all activities, fostering a cohesive and collaborative culture within the service desk team and across departments. • Lead, mentor, and manage service coordinators, technicians, and team leads. • Manage the teams performance to meet departmental Key Performance Indicators (KPIs) and ensure high-quality service delivery. • Conduct regular 1-on-1 meetings and annual performance evaluations to assess individual and team progress against KPIs and objectives. • Manage team scheduling to meet clients demands, manage time and attendance, and approve timesheets. • Provide ongoing training, professional development, and career path guidance. • Take ownership of team performance and success, setting clear goals and expectations, and ensuring the team delivers results consistently. • Collaborate with the Customer Experience (CX) team to address service quality concerns and implement action plans based on feedback and performance reviews. • Work closely with the Field Services team to ensure effective collaboration and resource allocation for on-site support, maintaining service excellence and efficiency. • Review processes, procedures, systems, and tools to recommend process improvements, efficiency gains, and increased quality of service. • Manage time and attendance. • Ensure processes and procedures are followed, kept up-to-date, and that time records and client documentation are accurate.
Job Requirements
- Bachelors degree in Information Technology, Computer Science, Business Administration, or a related field OR equivalent experience.
- Certifications such as Microsoft MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, Security+ are preferred
- 6+ years of experience in IT operations.
- 2+ years of experience proving leadership or mentoring of peers or in a supervisory capacity.
- MSP industry expertise preferred.
- ITIL concept familiarity
Benefits
- Medical, Dental, and Vision Insurance
- 401K Retirement Plan
- Minimum 4 Weeks of Paid Time Off (PTO)
- Birthday PTO
- Paid Holidays
- Paid Time Off for Volunteering
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Supplemental Insurance
- Employee Assistance Program
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