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Tews Company
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http://www.tewscompany.com
http://www.tewscompany.com
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You are responsible for driving company success through performing the following tasks to the highest standards:
Service Delivery Manager, Help Desk
2101 Park Center Drive Suite 300 Orlando, FL 32835 US
Job Description
Service Delivery Manager
Ideal candidate is based in Central Florida but open to remote with travel
Enterprise client in growth mode
Excellent benefits including unlimited PTO, Bonus, LTI, Medical, Dental, Vision, Disability & Life Insurance, 401 w/ match, Pet Insurance, Travel Benefits
Your Career, Your Choice: Partner with TEWS for Tailored Job Placements and Exceptional Opportunities!
The Service Delivery Manager is responsible for ensuring that IT Services and Systems are provided and supported effectively and efficiently, with the primary emphasis on meeting and exceeding customer expectations. The Manager Service Delivery will oversee the daily operations of the Service Desk Team, while ensuring overall efficiencies, support, and solutions for clients end users. Managerial responsibilities include incident prioritization, resolution of end user requests, and socialization of these procedures to IT and supported end users. The candidate will be expected to demonstrate leadership ability during high-pressure situations, while interacting with customers, peers, Escalation Teams, and Leadership via phone, Instant Messenger, video, and email to ensure customer issues are resolved per approved Service Level Agreements (SLAs) metrics. This position is subject to afterhours On-call Support.Ideal candidate is based in Central Florida but open to remote with travel
Enterprise client in growth mode
Excellent benefits including unlimited PTO, Bonus, LTI, Medical, Dental, Vision, Disability & Life Insurance, 401 w/ match, Pet Insurance, Travel Benefits
Your Career, Your Choice: Partner with TEWS for Tailored Job Placements and Exceptional Opportunities!
You are responsible for driving company success through performing the following tasks to the highest standards:
- Supervises the operation of the Service Desk to ensure Team and individual performance levels consistently meet or exceed the needs of the customer per approved SLA metrics.
- Supervises all Service Desk activities and respond to advanced Service Desk incidents and requests, taking action to meet and maintain Service Desk goals, objectives and vision.
- Supervises the process for communicating outages and emergency activities to the team members and SLT\EC Leaders.
- Ensures working practices and processes are standardized and repeatable to support all Service Desk activities.
- Perform weekly Call and Ticket reviews to ensure Team is meeting performance expectations.
- Ensures incidents levels and associated mean time to restore are continually being driven down via documentation/knowledge base, education and training of the Service Desk Team and/or process enhancements.
- Supervises the On-shift and Off-shift staff calendar rotation to ensure continuity of service for all customers.
- Assists with the development of methodologies to increase First Call Resolution by establishing and maintaining effective working relationships within all Technology Teams.
- Meet with Business and Technology leaders to continuously improve the customer experience through the Service Desk.
- Provides Service Desk Reporting Metrics, Root Cause Analysis and KPI to SLT Leaders and Executives Management as required.
- Performs monthly readout to Service Desk operations monthly.
- Manage MSP service agreements are upheld, and that the organization receives value from vendor partnerships
- Responsible for personnel management, performance reviews, competency development, and coaching of staff.
- Finishes the required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- A minimum of (3) years work experience working on an IT Service or Help desk.
- Strong customer communication skills (interpersonal/oral/written) with an ability to communicate complex technical concepts clearly and effectively at all levels of the organization.
- Proven troubleshooting and diagnostic skills.
- Demonstrated leadership ability during high stress situations.
- Must have a working understanding of the ITIL framework.
- Must have understanding with respect to monitoring, managing and maintaining local and remote customer applications and services.
- Must have working knowledge of network and systems administration, and recommended troubleshooting
- Energetic, responsible, self-motivated, and able to work in a Team environment.
- Exceptional Customer Service skills.
- Keen attention to detail.
- Excellent analytical, organizational and technical skills.
Tews is an equal opportunity employer and will consider all applications for employment without regards to age, color, sex, disability, national origin, race, religion, or veteran status.
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