Service Delivery Manager

ManagerManagerFull TimeRemoteSeniorTeam 1,001-5,000H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

2 days ago

Salary

$95K - $100K / year

Seniority

Senior

Bachelor Degree3 yrs expEnglish

Job Description

Service Delivery Manager

New Era Technology

• Oversee key functions that enable the delivery of world-class support services to New Era clients. • Manage a team of support engineers, ensuring service level targets (SLTs) are met. • Collaborate with other support leadership to improve support processes. • Act as a primary point of contact for client escalations, building strong relationships and ensuring their needs are met. • Monitor and manage the support ticketing system, ensuring issues are resolved efficiently and to the client’s satisfaction. • Implement and track key performance indicators (KPIs) to measure and improve service performance.

Job Requirements

  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • Minimum 3-5 years of experience in IT support services, with at least 2 years in a leadership role.
  • Strong technical background with knowledge of a wide range of IT systems and technologies.
  • Excellent leadership and team management skills.
  • Exceptional customer service and client management abilities.
  • Strong analytical and problem-solving skills.
  • Excellent communication and people skills.
  • Strong experience using ticketing systems (ConnectWise preferable)
  • Experience with Managed Service Providers (MSP) a big plus.

Benefits

  • Full Benefits
  • Medical
  • Dental
  • Vision
  • 401K match
  • 28 PTO Days including company holidays

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